Customer Advocate, Social Media About UsMoneyLion is a digital financial platform on a mission to rewire a broken banking system that applies a one-size-fits-all approach to personal finance. Since our launch in 2013, we’ve engaged with over 8.5 million hard-working Americans, with a focus on empowering them to take control of their finances to achieve their life goals. Our award-winning platform delivers holistic banking, lending and investing solutions while surrounding each customer with personalized tools, content and advice relevant to their unique financial situation -- all in a single app.We pride ourselves on being the most innovative team in Fintech, and all of our team members are passionate about making a difference in people’s lives. We work fast, collaborate always and, above all else, we do it for our customers.MoneyLion is headquartered in New York City, with offices in Sioux Falls, and Kuala Lumpur, Malaysia, and we also support remote team members around the globe.About the Role

In this newly established role, you will raise the bar on service experiences for customers and manage the social media customer service strategy across our social media channels. Reporting directly to the Sr. Manager, Customer Excellence, you'll be responsible for leading a team of Customer Advocates tasked with resolving customer problems via social media. This includes identifying areas of customer escalation, as well as surprising and delighting our fans, and building a strong online community. 

You are a dynamic leader with experience growing and managing a team across social media sites and company-owned channels. You and your team will simultaneously be digging into our customers' day-to-day questions and issues, and at the same time, thinking big about connecting the dots between social listening, customer care, and brand building. This requires creative and organizational chops, coupled with strategic thinking, operational excellence, deep customer obsession, and a belief that anything is possible.

You are proactive, dedicated, and eager to work with a wide-range of talented people across Customer Service, Social Media, Marketing, and Product teams. By applying your social expertise and strong communication skills, you make the most of every opportunity and achieve broader business goals.

Responsibilities:

• Lead and develop a team of Customer Advocates as they support MoneyLion customers across various public-facing channels (e.g. Facebook, Twitter, Instagram, 3rd party review sites, and other social media channels).
• Accountable for delighting our customers on social media with exceptional support and service, you will oversee the management, mitigation, and resolution of customer concerns and questions via public channels
• Ownership of reporting to leadership; this includes creating and implementing a social media customer service strategy and monitoring cadence (weekly, monthly, quarterly, in-the-moment) to support our social media strategy. Develop and document Standard Operating Procedures for continuous improvement initiatives based on social media customer support metrics and data analysis.
• Partner with cross-functional stakeholders to build customer support response plans and share key social media customer support read-outs, presenting volume, insights, observations, success metrics, and opportunities for improvement. Define goals and performance metrics to build and standardize dashboards.
• Exercise high degree of professional judgment, senior stakeholder communication skills and act with a sense of urgency in mitigating customer concerns on social media. Collaborate with management to develop new best practices and brainstorm ideas for creating surprise and delight moments on social media for our customers. Create processes for social media monitoring to escalate the voice of the customer internally
• Analyze team and customer data and prepare reports for upper management. Evaluate team effectiveness and performance on a regular basis, analyze and report on service and product issues, flag identified trends and patterns of complaints, and highlight useful discussions with customers that may help improve our products, services, and customer support.
• Gather customer feedback and share with our Product, Service, and Marketing teams. Share feature requests and effective workarounds with various team members throughout the firm.
• Lead team meetings and give presentations to executives.
• Prepare work schedules to ensure sufficient coverage.
• Create a positive team environment that contributes to the company’s goals of win together, innovation, and customers first.

About You

• Bachelor's degree in business or equivalent experience required
• 3-5 years of prior work experience as a manager, with at least 2 years of experience as a social media response leader
• Relevant professional experience in customer support social media strategy, social media platform management, social media planning, or community engagement
• Adept at creating processes and workflows for communication with cross-functional teams
• Strong customer-first mindset, with an interest in understanding the customer, and engaging in a supportive, authentic, on-brand voice, to resolve customer issues quickly and turn them into opportunities to surprise and delight our customers
• Strong understanding of social media metrics and why they matter
• Must have strong written and verbal communication skills
• Must have maturity and self-awareness to work with the content / topics at hand
• Excellent work ethic, high productivity, and acute attention to detail needed
• Follow-up skills and a strong sense of accountability and ownership are a must
• Experience working for an innovative financial services company is strongly preferred

What We Value

We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation. Every member of the MoneyLion Pride is passionate about fintech and ready to give 100% in helping us achieve our mission.. 

Working At MoneyLion

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

• Competitive salary packages and bonuses
• Work From Home Package equipment benefits
• Comprehensive medical, dental, vision and life insurance benefits
• Wellness perks
• Paid parental leave
• Paid Time Off
• Learning and Development resources
• MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.