Social Media Specialist

Social Media Specialist - KSA

The Social Media Specialist is a critical role within our Customer Support Operations department, responsible for delivering exceptional customer support across Tabby’s official social media channels. This full-time position, reporting to Doaa Ashraf, requires a strong customer focus, excellent communication skills, and a deep understanding of social media platforms.

• Respond to customer inquiries across X, Instagram, Facebook, TikTok, and LinkedIn, ensuring timely, accurate, and empathetic engagement.
• Resolving customer issues within agreed Service Level Agreements (SLAs) while maintaining ownership until resolution.
• Move public conversations to Direct Messages whenever account verification is required, protecting sensitive customer information.
• Educate customers about Tabby products, repayments, refunds, disputes, and account management.
• Maintain Tabby’s consistent tone of voice and protect the company's public reputation.
• Follow verification, security, and compliance procedures, ensuring adherence to internal policies and financial regulations.
• Document cases accurately using CRM and support tools, collaborating with various teams such as QA, WFM, Product, Risk, Collections, and Marketing.
• Participate in coaching sessions and continuous improvement initiatives to enhance our customer support strategies.

We seek a candidate with a Bachelor's degree or equivalent experience, excellent written Arabic and English skills, and preferably some experience in customer service or social media support. Strong written communication and problem-solving skills are essential, along with the ability to work rotational shifts, weekends, and public holidays.