Social Media Support Manager, Customer Experience

As a Community Manager for the Customer Experience team 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.

• 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.s
• 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.s
• 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.