Social Media Lead

About the Social Media Lead Role at Tabby

Tabby | تابي is seeking a Social Media Lead to manage its public customer support presence across various platforms, including X, Instagram, Facebook, app stores, and review sites. This full-time position is based in Riyadh, Saudi Arabia, and focuses on ensuring customers receive effective solutions to their issues in the public sphere. The role requires 4+ years of experience and offers a salary range of SR25,000 - SR31,000 per month.

Role Context and Focus

While Tabby's Marketing team manages brand accounts and image, this role concentrates on public customer service. The Social Media Lead will define the brand's voice in public interactions, publish content, foster a customer community, and manage public incidents. The primary market for this role is Saudi Arabia, with secondary coverage extending to the UAE. The ideal candidate is a Saudi national with a deep understanding of local cultural nuances, humor, and what builds brand credibility in the region.

Key Responsibilities

• Define and maintain the tone of voice and standards for public replies in both Arabic and English, ensuring consistency in customer interactions.
• Develop proactive content such as FAQs, explainers, announcements, and how-to guides covering payments, limits, disputes, and contact methods to address recurring public issues.
• Build and nurture a support community where Tabby can post initial information and customers can ask questions.
• Monitor and manage Tabby's presence in public ratings and reviews across app stores, Trustpilot, and other platforms, tracking sentiment and share of voice on service topics. This includes deciding on response strategies and organizing the team to implement them.
• Manage the support aspect of incidents and public escalations, coordinating with Marketing, Legal, and Compliance to determine communication strategies.
• Report on the public delivery of Tabby's support, providing actionable recommendations to the business.
• Channel public customer feedback to the Customer Experience and Product teams.
• Ensure the quality of public replies by setting standards, which the Quality team will measure and team leaders will reinforce with agents.
• Develop training materials and conduct sessions to enhance agent skills in tone and public writing.
• Collaborate with Marketing on the content calendar, serving as the Customer Experience counterpart to align support and campaigns.

Team Structure and Collaboration

The Social Media support team in KSA comprises approximately 16 individuals, with day-to-day management of queues, shifts, and agent performance handled by operations managers and team leaders. This role will collaborate closely with Marketing on content and campaigns, with Legal and Compliance for incident management, and with Customer Experience and Product teams for feedback integration. Operational aspects such as queue management, scheduling, SLAs, productivity, headcount, agent appraisals, and discipline are managed by operations. Brand accounts and campaigns are handled by Marketing, regulatory rules by Compliance, and tool selection by CRM and IT.

Candidate Requirements

• 4+ years of experience in a relevant social media or customer support role.
• Saudi national with a deep understanding of local conversation, including platforms, humor, cultural references, and factors establishing brand credibility in the region.
• Proficiency in defining and maintaining tone of voice for public interactions in both Arabic and English.
• Demonstrated ability to develop proactive content and manage public ratings and reviews.
• Experience in coordinating with multiple departments during public incidents.

Application Process

Candidates who meet the outlined qualifications are encouraged to apply for this position in Riyadh, Saudi Arabia.