Social Media Associate

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Requirements:

• Excellent spoken and written English skills.
• Good understanding of content creation and community management principles.
• Strong communicator, able to explain complex information simply.
• Experience with handling queries via at least one social media platform for a minimum of 1 year.
• Ability to find novel solutions to difficult problems.
• Strong organizational skills and the ability to juggle priorities.
• Good understanding of financial services terminology.
• Enjoy mentoring new team members and supporting common back office tasks.
• Comfortable using industry tools like Kustomer, GSuite, and Jira.
• Experience working in start-ups or scale-ups.
• Familiarity 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.
• Cultivating and maintaining a unique and customer-centric culture.
• Supporting other members of the wider Tide team.
• Investigating complex issues and engaging with the PR, marketing, and content teams.
• Delivering general front-line customer service and creating educational content for members.
• Working on shifts.