Social Media Associate

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Requirements:

• Excellent spoken and written English skills
• Good understanding of content creation and community management principles
• Strong communication skills to explain complex information simply
• Experience with handling queries via at least one social media platform for a minimum of 1 year
• Problem-solving mindset and strong organizational skills
• Understanding of financial services terminology
• Experience mentoring team members and assisting with back office tasks
• Comfortable using industry tools like Kustomer, GSuite, and Jira
• Experience working in start-ups or scale-ups
• Experience working with Agile practices

Responsibilities:

• Providing the best customer experience when handling member queries and feedback on social media and review channels
• Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains
• Helping to cultivate and maintain a unique and customer-centric culture
• Investigating complex issues and engaging with PR, marketing and content teams
• Delivering general front-line Customer Service in addition to creating small educational pieces of content for our members
• Working on shifts