Customer Advocate, Social Media and Public Engagement ID - 10744
MoneyLion is a leader in financial technology powering the next generation of personalized products and content, with a top consumer finance super app, a premier embedded finance platform for enterprise businesses and a world-class media arm. MoneyLion’s mission is to give everyone the power to make their best financial decisions. We pride ourselves on serving the many, not the few; providing confidence through guidance, choice, personalization; and shortening the distance to an informed action.
In our go-to money app for consumers, we deliver curated content on finance and related topics, through a tailored feed that engages people to learn and share. People take control of their finances with our innovative financial products and marketplace - including our full-fledged suite of features to save, borrow, spend, and invest - seamlessly bringing together the best offers and content from MoneyLion and our 1,100+ Enterprise Partner network, together in one experience. MoneyLion’s enterprise technology provides the definitive search engine and marketplace for financial products, enabling any company to add embedded finance to their business, with advanced AI-backed data and tools through our platform and API. Established in 2013, MoneyLion connects millions of people with the financial products and content they need, when and where they need it.
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.
This role is located on-site 4 days a week at our headquarters in Chelsea, NYC.
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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.
- 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.
About You
- Experience: Minimum 4-5 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 current social media trends, emerging platforms, and evolving customer engagement strategies.
- Communication: Exceptional written and verbal communication skills, with the ability to craft empathetic, clear, and brand-aligned responses in 240 characters or less.
- Judgment: Strong ability to assess the reputational impact of responses, ensuring appropriateness in tone, content, and audience targeting.
- Ownership: Demonstrated accountability, follow-through, and self-management in high-volume, high-visibility workstreams.
- Adaptability: Thrives in a dynamic environment with competing priorities and varying workflows.
- Metrics Proficiency: Ability to monitor, analyze, and interpret social media metrics to deliver actionable insights.
- Stakeholder Savvy: Skilled at working with stakeholders across all levels, knowing how to communicate ideas effectively and adaptively while respecting diverse perspectives and prioritizing solutions that serve the broader organizational goals.
- Cultural Fit: Contributes positively to team culture, demonstrating enthusiasm, a sense of humor, and a collaborative spirit.
- Regulatory Awareness: Solid understanding of reputational risks in financial services, including regulatory and fraud considerations.
- Reputation Management: Strong judgment and discretion in crafting public-facing communications, with a focus on maintaining MoneyLion’s brand integrity and knowing when to escalate reputational risks.
- Continuous Improvement: We’re looking for individuals who refuse to settle, constantly iterate, and always seek to improve. You embrace challenges, crave learning opportunities, and work tirelessly to refine your craft while contributing meaningfully to MoneyLion’s customer operations strategy.
- Certifications (Preferred): Social media certifications (e.g., Hootsuite Academy, HubSpot Social Media Certification) or certifications relevant to customer service and reputation management is a plus.
The base salary for the Customer Advocate, Social Media and Public Engagement is expected to be between $22 to $24 per hour. Base salary is one component of MoneyLion's total compensation package, which includes, 401(k) match, multiple health insurance options, disability coverage, life insurance, and unlimited paid time off for salaried positions. Actual salaries will vary based on a candidate’s qualifications, experience, skills, and competencies related to the role.
We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation. Every member of the MoneyLion Team is passionate about fintech and ready to give 100% in helping us achieve our mission.
Working At MoneyLion
At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:
- Competitive salary packages
- Comprehensive medical, dental, vision and life insurance benefits
- Wellness perks
- Paid parental leave
- Generous Paid Time Off
- Learning and Development resources
- Flexible working hours
MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.
