Social Media Specialist

Description

The Social Media Customer Support Agent is responsible for delivering exceptional customer support across Tabby’s official social media channels. The role requires timely, accurate, and empathetic engagement while protecting customer information, maintaining Tabby’s brand voice, and ensuring compliance with internal policies and financial regulations.

Department: Customer Support Ops

Employment Type: Full Time

Location: KSA

Reporting To: Doaa Ashraf

• Respond to customer inquiries across X, Instagram, Facebook, Tik Tok, and Linked In.
• Resolve customer issues within agreed SLAs.
• Move public conversations to Direct Messages whenever account verification is required.
• Educate customers about Tabby products, repayments, refunds, disputes, and account management.
• Escalate complex cases while maintaining ownership until resolution.
• Maintain Tabby’s tone of voice and protect the company's public reputation.
• Follow verification, security, and compliance procedures.
• Document cases accurately using CRM and support tools.
• Collaborate with QA, WFM, Product, Risk, Collections, and Marketing teams.
• Participate in coaching sessions and continuous improvement initiatives.

• Bachelor's degree or equivalent experience.
• Excellent written Arabic and English.
• Customer service or social media support experience preferred.
• Strong written communication and problem-solving skills.
• Ability to work rotational shifts, weekends, and public holidays.