Customer Advocate Social Media

About the Role
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, and on-brand solutions to customer questions, complaints, and concerns-all 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 screen-quick-thinking, problem-solving, and always tuned in to what 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 platform, phone, email) to ensure resolution and satisfaction.
Balance high case volumes and prioritize tasks effectively to meet tight deadlines without compromising quality.
Document and maintain internal records of customer concerns, investigations, and resolutions.
Proactively identify trends, risks (reputational and regulatory), and recurring issues, escalating insights to leadership and relevant teams to enhance products and services.
Partner cross-functionally to amplify the customer voice by sharing actionable feedback, feature requests, and pain points with Product, Marketing, and Operations teams, helping influence enhancements and customer-centric solutions.
Provide input on process improvements and share best practices to enhance team efficiency and consistency in social media and public engagement support.

About You
Experience:

Minimum 1-2 years in a customer support role, with proven ability to resolve complex issues and deliver exceptional customer experiences. Prior experience engagingcustomers on social media platforms (Facebook, Instagram, Reddit, LinkedIn, YouTube, and X/Twitter) is a plus-but not required. If you're a strong communicator and problem solver, we'll teach you the tools.

Skills & Strengths:
Customer Focus: Passion for helping people and turning challenging situations into positive outcomes.
Communication: Exceptional written and verbal skills, able to craft empathetic, clear, and brand-aligned responses-even under tight character limits.
Judgment & Reputation Management: Strong ability to assess tone, audience, and impact before hitting "send," ensuring responses protect brand integrity and knowing when to escalate risks.
Trend Awareness: Ability to spot emerging patterns in customer feedback and social conversations-not just handle cases one by one-so you can surface insights that drive improvements.
Adaptability: Thrives in a dynamic environment with shifting priorities and evolving workflows.
Problem-Solving: Resourceful and solution-oriented, with a knack for finding answers and thinking critically under pressure.
Ownership: Demonstrated accountability and follow-through in high-volume, high visibility workstreams.
Collaboration: Comfortable working with cross-functional teams and contributing ideas that improve processes and customer experience.

Nice-to-Have Knowledge:
Familiarity with social media best practices, trends, and tools (Buffer, Hootsuite, Sprout Social) is helpful but not required.
Certifications in social media or customer service are a bonus, not a prerequisite.

Mindset:
You're curious, proactive, and committed to continuous improvement. You embrace challenges, learn quickly, and take pride in refining your craft while contributing to a positive team culture. We know that great talent comes from diverse experiences. If you're excited about this role
but your background doesn't align perfectly with every qualification, we still encourage you to apply.

Please note that we are currently only considering candidates who reside within a commutable distance to our Tempe, AZ office. This role requires onsite presence 3 days a week.

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.