Senior Customer Advocate, MoneyLion

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 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 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 Monitor and report on key social media metrics, using insights to refine strategies and improve customer engagement 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 Take ownership of social metrics by analyzing engagement and trends; and offering actionable insights to refine strategies 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 Mentor peers by sharing best practices, tools, and communication techniques to strengthen the team's capabilities

The all-in-one mobile banking experience 501-1000 employees Fintech B2C Retail Enterprise Banking Personal finance Mobile