Social Media Lead (Community Manager)
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.
- 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 with industry trends, social media best practices, and regulations related to the financial industry to ensure compliance and adherence to relevant guidelines
- Provide regular reports and updates to management on social media performance, trends, and customer feedback
- Native or good understanding of KSA / Gulf cultural context, jargon, tone of voice acceptable in SM
- Bachelor's degree in Communications, Marketing, or a related field
- Strong understanding of social media platforms, trends, and best practices for customer support
- Excellent communication and writing skills, with the ability to create engaging and compelling social media content
- 3+ years of experience in social media management, community management, or related roles, preferably in the financial industry
- Demonstrated experience in providing exceptional customer support and managing customer inquiries and issues on social media
- Analytical mindset with the ability to analyze social media data and metrics to derive insights and recommendations
- Experience with crisis management and handling negative social media interactions
- Excellent collaboration skills to work effectively with cross-functional teams and external partners
- Understanding of regulatory compliance guidelines for social media customer support in financial services
- Experience in community building, engagement, and advocacy programs
- Familiarity with social listening tools and sentiment analysis.
What you can expect
- 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 company’s employee stock options program.
- Health Insurance
We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).
If this sounds exciting to you, we’d love to hear from you!