Social Media Lead

About the Role

Tabby is seeking a Social Media Lead to manage its public support presence across various platforms, including X, Instagram, Facebook, app stores, and review platforms. This full-time role focuses on how Tabby serves customers publicly, defining the brand voice, content, and community engagement for support interactions. The primary market for this position is Saudi Arabia, with the UAE as a secondary market.

Role Context and Team

While Tabby’s marketing team handles brand accounts, this role is dedicated to customer support in public channels. The Social Media support team in KSA comprises approximately 16 individuals, managed by operations managers and team leaders who oversee queues, shifts, and agent performance. The Social Media Lead will contribute to defining communication standards, developing proactive content, and managing public customer interactions.

Key Responsibilities

• Define and maintain the tone of voice and standards for public replies in both Arabic and English, ensuring alignment with customer-facing content.
• Develop proactive content such as FAQs, explainers, announcements, and how-to materials covering payments, limits, disputes, and contact methods to address recurring public problems.
• Establish and nurture a support community where Tabby can post information and customers can ask questions.
• Monitor and manage public ratings and reviews across app stores, Trustpilot, and other platforms, tracking sentiment and share of voice on service topics. This includes deciding response strategies and organizing the team to deliver these responses.
• Manage the support aspect of incidents and public flare-ups, coordinating with Marketing, Legal, and Compliance to determine communication strategies for public channels.
• Report on the public delivery of Tabby support, providing actionable recommendations for the business.
• Channel public customer feedback into the Customer Experience and Product teams.

Qualifications and Requirements

• Saudi national with direct knowledge of the local conversation, including platforms, humor, cultural references, and factors establishing brand credibility in the region.
• Experience level of 0-1 years is required.
• Ability to ensure the quality of public replies by setting standards for performance measurement by the Quality team and implementation by team leaders.
• Capability to develop agent skills in tone and public writing through training materials and sessions.
• Collaborate with Marketing on the content calendar, acting as the Customer Experience counterpart to align support and campaigns.

Application Process

Candidates interested in this Social Media Lead position at Tabby are invited to apply. The salary for this role will be discussed during the interview process.