Customer Advocate Social Media

Customer Advocate, Social Media

The Customer Advocate, Social Media, is the guardian of MoneyLion's reputation in the wild, unpredictable world of social media and third-party review sites. You'll deliver swift, empathetic, and on-brand solutions to customer questions, complaints, and concernsall while keeping MoneyLion's mission to "empower America's financial decisions" front and center. As a key player on the Social Media branch of the Customer Advocacy team, you'll be the voice behind the screenquick-thinking, problem-solving, and always tuned in to what customers need. This isn't just about answering questions and resolving issues; it's about building trust, championing MoneyLion's unique brand voice, and ensuring every interaction leaves our customers feeling like VIPs. This role is vital to maintaining our online reputation and ensuring customer satisfaction through authentic engagement.

The ideal candidate will be enthusiastic and proactive, possess a strong customer-first mindset, exceptional communication skills, and the ability to work effectively in a fast-paced, dynamic environment. This position requires a blend of creativity, strategic thinking, and a commitment to consistently representing MoneyLion's brand voice in all customer interactions. If you thrive in high-energy spaces, love bringing creative solutions to the table, and excel in dynamic environments, this role is for you. Success here means working collaboratively, staying proactive, and ensuring every customer feels heard and supported.

Ultimately, this role is about fostering customer trust and loyalty while positioning MoneyLion as a leader in customer support through thoughtful and impactful digital engagement.

Key Responsibilities

• Respond promptly and professionally to customer inquiries and concerns on social media platforms and third-party review sites, maintaining MoneyLion's authentic brand voice.
• Provide timely assistance and follow-up via the customer's preferred channel (social, phone, email, text, or chat) to ensure resolution and satisfaction.
• Balance high case volumes and prioritize tasks effectively to meet tight deadlines without compromising quality.
• Proactively identify trends, risks (reputational and regulatory), and recurring issues, escalating insights to relevant teams to enhance products and services.
• Collaborate with internal stakeholders to identify and address reputational or regulatory risks promptly and effectively.
• Share customer feedback, feature requests, and workarounds with Product, Marketing, and Operations teams to drive improvements.
• Document and maintain internal records of technical issues, customer complaints, and meaningful discussions to inform broader team strategies.
• Develop and maintain playbooks, SOPs, and training materials for consistent and effective social media support.

About You

• Experience: Minimum 2-3 years in a customer-facing role, with prior experience managing communities on social media sites like Facebook, Instagram, Reddit, LinkedIn, YouTube, X (Twitter), and third-party review sites.
• Knowledge: Deep understanding of social media platform best practices, trends, and tools such as Buffer, Hootsuite, Sprout Social, Brandwatch, or Percolate.
• Trend Driver: Stay informed about current social media trends, emerging platforms, and evolving customer engagement strategies.
• Communication: Exceptional written and verbal communication skills, with the ability to craft empathetic, clear, and brand-aligned responses in 240 characters or less.
• Judgment: Strong ability to assess the reputational impact of responses, ensuring appropriateness in tone, content, and audience targeting.
• Ownership: Demonstrated accountability, follow-through, and self-management in high-volume, high-visibility workstreams.
• Adaptability: Thrives in a dynamic environment with competing priorities and varying workflows.
• Stakeholder Savvy: Skilled at working with stakeholders across all levels, knowing how to communicate ideas effectively and adaptively while respecting diverse perspectives and prioritizing solutions that serve the broader organizational goals.
• Cultural Fit: Contributes positively to team culture, demonstrating enthusiasm, a sense of humor, and a collaborative spirit.
• Regulatory Awareness: Solid understanding of reputational risks, ideally in financial services - including regulatory and fraud considerations.
• Reputation Management: Strong judgment and discretion in crafting public-facing communications, with a focus on maintaining MoneyLion's brand integrity and knowing when to escalate reputational risks.
• Continuous Improvement: We're looking for individuals who refuse to settle, constantly iterate, and always seek to improve. You embrace challenges, crave learning opportunities, and work tirelessly to refine your craft while contributing meaningfully to MoneyLion's customer operations strategy.
• Certifications (Preferred): Social media certifications (e.g., Hootsuite Academy, HubSpot Social Media Certification) or certifications relevant to customer service and reputation management is a plus.