Public Engagement Lead📣 Job Ad

About MRSOOL Inc

MRSOOL Inc is seeking a Public Engagement Lead to join its team in Riyadh. The company operates as the leading fintech platform in Saudi Arabia and the wider GCC region, aiming to build a customer-centric financial super-app. MRSOOL Inc serves millions of users and partners with global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, alongside small and medium businesses. As Saudi Arabia’s first fintech unicorn, the company is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, and *********, among others. The headquarters are located in Riyadh, with additional regional and global support offices.

Role Overview

The Public Engagement Lead will be responsible for leading the public customer engagement function across various social media channels, app reviews, and public feedback platforms. This full-time role focuses on transforming public support from reactive issue handling into a structured engagement model. The objective is to protect the company's brand, restore customer trust, and convert public feedback into actionable business insights. The lead will manage the Public Engagement team's daily performance, quality, escalation discipline, and cross-functional alignment, ensuring all public responses are fast, accurate, human, and consistent with the company’s tone of voice, risk standards, and customer experience expectations.

Key Responsibilities

• Lead the Public Engagement team across public channels, including X, Instagram, TikTok, Facebook, app reviews, and other public feedback spaces.
• Oversee daily operations, shift coverage, workload distribution, and quality performance for public interactions.
• Ensure public replies adhere to the company’s approved tone of voice and privacy standards.
• Coach advisors on handling sensitive, emotional, high-visibility, or reputationally risky interactions with professionalism and sound judgment.
• Collaborate with internal stakeholders and teams to resolve root causes behind public complaints.
• Monitor recurring themes, sentiment patterns, service gaps, and emerging risks from public conversations, converting them into structured insights and recommendations.
• Participate in quality calibration sessions and ensure consistent scoring against Public Engagement quality standards.
• Track and report team performance, quality adherence, and recurring issue trends.
• Support training, onboarding, certification, and continuous development of Public Engagement advisors.
• Act as the operational owner for public engagement standards, ensuring guidelines remain practical, updated, and consistently applied.

Work Type and Location

This is a full-time position based in Riyadh. The role involves working within a team environment, focusing on public customer engagement for a leading fintech platform in the GCC region.

Application Process

Candidates interested in this Public Engagement Lead position are encouraged to apply. Salary details will be discussed during the interview process.