Customer Advocate Social Media

About the Role  

The Customer Advocate, Social Media, is the guardian of MoneyLion’s reputation in the wild, unpredictable world of social media and third-party review sites. You’ll deliver swift, empathetic, and on-brand solutions to customer questions, complaints, and concerns—all while keeping MoneyLion’s mission to “empower America’s financial decisions” front and center.  

As a key player on the Social Media branch of the Customer Advocacy team, you’ll be the voice behind the screen—quick-thinking, problem-solving, and always tuned in to what customers need. This isn’t just about answering questions and resolving issues; it’s about building trust, championing MoneyLion’s unique brand voice, and ensuring every interaction leaves our customers feeling like VIPs. This role is vital to maintaining our online reputation and ensuring customer satisfaction through authentic engagement.   

The ideal candidate will be enthusiastic and proactive, possess a strong customer-first mindset, exceptional communication skills, and the ability to work effectively in a fast-paced, dynamic environment. This position requires a blend of creativity, strategic thinking, and a commitment to consistently representing MoneyLion’s brand voice in all customer interactions.If you thrive in high-energy spaces, love bringing creative solutions to the table, and excel in dynamic environments, this role is for you. Success here means working collaboratively, staying proactive, and ensuring every customer feels heard and supported.  

Ultimately, this role is about fostering customer trust and loyalty while positioning MoneyLion as a leader in customer support through thoughtful and impactful digital engagement. 

Key Responsibilities  

• Respond promptly and professionally to customer inquiries and concerns on social media platforms and third-party review sites, maintaining MoneyLion’s authentic brand voice. 

• Provide timely assistance and follow-up via the customer’s preferred channel (social, phone, email, text, or chat) to ensure resolution and satisfaction. 

• Balance high case volumes and prioritize tasks effectively to meet tight deadlines without compromising quality. 

• Proactively identify trends, risks (reputational and regulatory), and recurring issues, escalating insights to relevant teams to enhance products and services. 

• Collaborate with internal stakeholders to identify and address reputational or regulatory risks promptly and effectively. 

• Share customer feedback, feature requests, and workarounds with Product, Marketing, and Operations teams to drive improvements. 

• Document and maintain internal records of technical issues, customer complaints, and meaningful discussions to inform broader team strategies. 

• Develop and maintain playbooks, SOPs, and training materials for consistent and effective social media support. 

About You 

• Experience: Minimum 2-3 years in a customer-facing role, with prior experience managing communities on social media sites like Facebook, Instagram, Reddit, LinkedIn, YouTube, X (Twitter), and third-party review sites. 

• Knowledge: Deep understanding of social media platform best practices, trends, and tools such as Buffer, Hootsuite, Sprout Social, Brandwatch, or Percolate. 

• Trend Driver: Stay informed about cu