Social Media Support Manager, Customer Experience

About us Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors.

About the role As a Community Manager at Tabby, you will be responsible for managing and engaging with our online community across various social media platforms. You will play a crucial role in providing exceptional customer support and building positive relationships with our customers who reach out to us on social media. You will also be responsible for managing and monitoring the company's social media accounts, creating engaging content, and analyzing social media data to drive insights and improvements.

Department : Customer Experience Management

Employment Type : Full Time

Location : KSA

Workplace type : Onsite

Reporting To : Arthur Zhuravsky

Key Responsibilities

Manage and engage with the company's online community on social media platforms, including responding to customer inquiries, comments, and messages in a timely and professional manner.

Monitor social media channels for customer inquiries, comments, and reviews, and respond promptly and professionally to address customer needs and concerns.

Manage a team of social media specialists responsible for providing customer support through social media channels (e.g. Twitter, LinkedIn, Facebook, Instagram)

Build and maintain positive relationships with customers through regular interaction, fostering a sense of community and trust

Create engaging and relevant social media content, including posts, comments, and messages, that align with the company's brand voice and messaging

Collaborate with internal teams (e.g. marketing, legal, compliance) to ensure social media content and responses are compliant with regulatory guidelines and brand standards

Develop and manage social media support processes and procedures to ensure timely and effective resolution of customer issues

Provide coaching and training to team members

Stay up-to-date with industry trends and best practices in social media customer support, and apply them to improve our support services

Collaborate with cross-functional teams, such as marketing, customer service, and compliance, to ensure consistent messaging and alignment with company policies and guidelines.

Stay up to date on industry trends, social media best practices, and financial industry regulations to ensure compliance with relevant guidelines.

Provide regular reports and updates to management on social media performance, trends, and customer feedback

Skills, Knowledge & Expertise

Native Arabic speaker.

Manage and engage with the company's online community on social media platforms, including responding to customer inquiries, comments, and messages in a timely and professional manner.

Monitor social media channels for customer inquiries, comments, and reviews, and respond promptly and professionally to address customer needs and concerns.

Manage a team of social media specialists responsible for providing customer support through social media channels (e.g. Twitter, LinkedIn, Facebook, Instagram)

Build and maintain positive relationships with customers through regular interaction, fostering a sense of community and trust

Create engaging and relevant social media content, including posts, comments, and messages, that align with the company's brand voice and messaging

Collaborate with internal teams (e.g. marketing, legal, compliance) to ensure social media content and responses are compliant with regulatory guidelines and brand standards

Develop and manage social media support processes and procedures to ensure timely and effective resolution of customer issues

Provide coaching and training to team members

Stay up-to-date with industry trends and best practices in social media customer support, and apply them to improve our support services

Collaborate with cross-functional teams, such as marketing, customer service, and compliance, to ensure consistent messaging and alignment with company policies and guidelines.

Stay up to date on industry trends, social media best practices, and financial industry regulations to ensure compliance with relevant guidelines.

Provide regular reports and updates to management on social media performance, trends, and customer feedback.

Preferred Qualifications

Bachelor's degree in Communications, Marketing, or a related field

Understanding of regulatory compliance guidelines for social media customer support in financial services

Experience in community building, engagement, and advocacy programs

Job Benefits

We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.

A working environment that gives you autonomy and responsibility from day one.

You should be comfortable with the idea that the quality of your work will influence the shape of your career.

Participation in the company’s employee stock options program.

Health Insurance.

Flexi Perks : a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.

About Tabby Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

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