Social Media Support Manager, Customer Experience

Social Media Support Manager, Customer Experience

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Department: Customer Experience Management

Location: KSA

About the company

Tabby creates financial freedom by reshaping the way people shop, earn, and save. With over 15 million users, Tabby's flagship offering allows shoppers to split 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 attract loyal customers. Tabby processes more than $10 billion in annual transaction volume, making it the highest rated, fastest growing FinTech in the GCC region. Founded in 2019, Tabby has raised over $1 billion in equity and debt funding from global and regional investors.

About the role

As a Community Manager at Tabby, you will manage and engage our online community across social media platforms, deliver exceptional customer support, build positive relationships with customers, and provide data driven insights to improve our social media presence.

Key Responsibilities

• Manage and engage with the company's online community on social media platforms, responding to customer inquiries, comments, and messages in a timely, professional manner.
• Monitor social media channels for customer inquiries, comments, and reviews, and resolve concerns promptly and professionally.
• Lead a team of social media specialists focused on customer support across Twitter, LinkedIn, Facebook, Instagram, and other relevant platforms.
• Build and maintain positive relationships with customers to foster a sense of community and trust.
• Create engaging and relevant social media content that aligns with the company's brand voice and messaging.
• Ensure all social media content and responses comply with regulatory guidelines and brand standards by collaborating with marketing, legal, and compliance teams.
• Develop and manage social media support processes and procedures that guarantee timely and effective issue resolution.
• Provide coaching and training for team members to enhance performance and service quality.
• Stay current with industry trends, best practices in social media customer support, and financial service regulations, and apply this knowledge to improve services.
• Collaborate with cross functional teams-marketing, customer service, compliance-to ensure consistent messaging and alignment with company policies.
• Deliver regular reports and updates to management on social media performance, trends, and customer feedback.

Skills, Knowledge & Expertise

• Native Arabic speaker.
• Strong communication and customer service skills in multiple social media channels.
• Experience leading and coaching a social media support team.
• Proficiency in social media analytics tools (e.g., Sprout Social, Hootsuite, Sprinklr).
• Knowledge of regulatory compliance guidelines for social media support in financial services.
• Ability to develop processes, training materials, and performance metrics.
• Excellent problem solving and conflict resolution abilities.
• Proactive approach to staying up to date on social media trends and digital customer experience innovations.

Preferred Qualifications

• Bachelor's degree in Communications, Marketing, or a related field.
• Strong understanding of regulatory compliance in social media customer support for financial services.
• Demonstrated experience in community building, engagement, and advocacy programs.

Job Benefits

• Flexible working hours with autonomy to choose suitable times.
• Opportunity to impact your career through responsibility from day one.
• Participation in the company's employee stock option program.
• Health insurance coverage.
• Flexi Perks-monetary benefit to spend on health, well being, education, or professional development.