Social Media Lead

About the role

Tabby answers customers publicly every day on X, Instagram, Facebook, app stores and review platforms. This role owns the support presence on those channels: the pages customers turn to with a problem and what they find there. Marketing owns the brand accounts and brand image; your remit is how Tabby serves customers in public. The Social Media support team in KSA is around 16 people, and you will cover Saudi Arabia as your main market and the UAE as a second market.

Key responsibilities

• Set the tone of voice and standard for public replies in Arabic and English, keep it current and check that customer-facing replies match it.
• Create proactive content such as FAQs, explainers, announcements and how-to material on payments, limits, disputes and how to reach support.
• Build a support community where Tabby posts first and customers come to ask questions.
• Track public ratings and reviews on app stores, Trustpilot and other platforms, decide how to respond and organise the team to deliver them.
• Handle incidents and public flare-ups, agreeing with Marketing, Legal and Compliance on what is said, when and in what words.
• Report on how support is delivered in public with recommendations, and feed customer feedback into Customer Experience and Product.
• Share the quality of public replies with the Quality team, train agents on tone and public writing, and align the content calendar with Marketing.

Required profile

• Saudi national based in Riyadh, with native Arabic and strong writing ability.
• English good enough for day-to-day work with an English-speaking leadership team.
• 4+ years in social media, community or content for a consumer brand with high public volume, with a portfolio of posts and replies you wrote and published.
• Fluency in the local conversation: platforms, memes, references and current events.
• Cultural and political awareness, and experience handling a wave of public complaints as the company's voice.
• Preferred: fintech or financial services background, experience building a support community or forum, experience across Saudi and UAE markets, and a bachelor's degree in Communications, Marketing or a related field.

Required skills

• Social listening and performance reporting with Sprinklr, Lucidya, Sprout Social, Meta Business Suite or equivalent.
• Ability to set a standard and get people who do not report to you to follow it.

What we offer

• Salary of SR25,000 - SR31,000 per month.
• Employee Stock Options Program (ESOP).
• Medical and social insurance.
• Flexi Perks monetary benefit for health, well-being or professional development.
• AI subscription allowance of up to $250.