Customer Advocate – Social Media and Public Engagement

Customer Advocate – Social Media and Public Engagement

Requirements

• Minimum 4-5 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.
• Deep understanding of social media platform best practices, trends, and tools such as Buffer, Hootsuite, Sprout Social, Brandwatch, or Percolate.
• Exceptional written and verbal communication skills, with the ability to craft empathetic, clear, and brand-aligned responses in 240 characters or less.
• Strong ability to assess the reputational impact of responses, ensuring appropriateness in tone, content, and audience targeting.
• Demonstrated accountability, follow-through, and self-management in high-volume, high-visibility workstreams.
• Ability to monitor, analyze, and interpret social media metrics to deliver actionable insights.
• 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.
• Solid understanding of reputational risks in financial services, including regulatory and fraud considerations.
• 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.

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.
• Monitor and report on key social media metrics, using insights to refine strategies and improve customer engagement.
• 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.
• Take ownership of social metrics by analyzing engagement and trends; and offering actionable insights to refine strategies.
• 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.
• Mentor peers by sharing best practices, tools, and communication techniques to strengthen the team’s capabilities.

Preferred Qualifications

• Social media certifications (e.g., Hootsuite Academy, HubSpot Social Media Certification) or certifications relevant to customer service and reputation management is a plus.