Social Media Moderator

About the company

Tamara is a major fintech platform operating in Saudi Arabia and across the GCC, focused on creating a highly customer-focused financial super app that helps people achieve their goals. It supports millions of users and works with well-known global and regional brands including SHEIN, Jarir, noon, IKEA, and Amazon, along with small and medium-sized businesses.

Recognized as Saudi Arabia’s first fintech unicorn, Tamara is backed by investors such as Sanabil Investments, SNB Capital, and Checkout.com. The business runs from its Care Office in Riyadh, with additional support offices serving regional and global operations.

What you will do

• Review and reply to customer questions, comments, and messages on social media channels such as Instagram, Twitter/X, and Facebook.
• Make sure every response follows Tamara’s brand voice and customer experience standards.
• Manage complaints, route complex matters to the right teams, and stay involved until the issue is closed.
• Spot possible risks, sensitive situations, or PR-related matters and alert the relevant stakeholders.
• Work against SLAs, KPIs, and quality benchmarks in every customer interaction.
• Coordinate with internal departments including Customer Support, Risk, Payments, and Tech to resolve issues.
• Record customer conversations accurately in internal systems such as CRM or Zendesk.
• Help handle app-store reviews and other public feedback in a professional way.
• Monitor repeated problems and share observations that can support process improvements.

Requirements

• Prior experience in customer support or social media moderation.
• Excellent written Arabic and English communication skills.
• Comfortable handling challenging customers with patience, empathy, and professionalism.
• Familiarity with social platforms and customer engagement tools.
• Able to juggle multiple tasks and perform well in a fast-moving environment.
• Knowledge of fintech or buy-now-pay-later services is advantageous.

Additional information

This is a full-time onsite role based in Riyadh, Saudi Arabia.

No salary, start date, application deadline, or vacancy count was provided in the source.