Customer Operations, Social Media Specialist

Job Description


We are seeking a highly skilled and customer-obsessed Customer Operations (Social Media) to join our team.
This role is dedicated to managing and resolving customer concerns raised through our social media channels (X, Facebook, Instagram, TikTok, and others).
The ideal candidate will bring prior experience handling customer issues in a financial services or fintech environment and will be confident in turning customer frustrations into positive experiences.
As part of the Customer Operations team, you will play a critical role in safeguarding our brand reputation, ensuring timely and empathetic responses, and collaborating with internal teams to resolve issues efficiently.


‍Key Responsibilities


Monitor, track, and respond to customer inquiries, complaints, and feedback across all official social media channels in a timely and professional manner.
Represent the company’s voice consistently while maintaining empathy, clarity, and professionalism.
Escalate complex issues to the appropriate teams and follow through to resolution, ensuring customer satisfaction.
Identify trending issues and flag them to the wider Customer Operations, Product, and engineering teams for proactive solutions.
Enhance and maintain a knowledge base of FAQs, and social media communication guidelines.
Collaborate with Marketing, Risk/Compliance, and the customer communication teams to ensure alignment in tone, accuracy, and timeliness of communication.
Provide insights from social media interactions to improve processes, customer experience, and brand perception.
Contribute to training and mentoring junior team members on social media handling best practices.
Create and present weekly, monthly, and quarterly reports.


‍Requirements


3–5 years proven experience in a Customer Operations/Contact Center role within the financial services or fintech sector.
Strong background in social media customer support, handling customer queries on platforms like X, Facebook, Instagram, and others.
Excellent written communication skills with the ability to adapt tone and messaging depending on the platform and context.
Deep understanding of the customer journey in financial services, including common pain points and regulatory sensitivities.
Strong problem-solving skills with experience escalating and coordinating with cross-functional teams to resolve issues.
Proficiency with social media monitoring and customer support tools (e.g., Meltwater, Falcon, Hootsuite, Intercom, Zendesk, Freshdesk or similar).
A customer-first mindset with the ability to turn negative situations into positive experiences.
Flexibility to work in shifts, including weekends/public holidays, as required.


Preferred Skills (Nice to Have):


Knowledge of compliance and regulatory considerations in the financial services sector.
Familiarity with social media analytics and reporting to track support performance and customer sentiment.