Gen · 2 months ago
Customer Advocate Social Media
USA - Arizona, Tempe
Full-time
Onsite
Entry, Mid Level
2+ years expGen is a company focused on empowering America’s financial decisions, and they are seeking a Customer Advocate for Social Media to manage their online reputation. The role involves delivering solutions to customer inquiries and concerns while maintaining the brand's voice, and requires a proactive approach to customer engagement and problem-solving.
Cyber SecurityDigital MediaInformation Technology
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
Qualification
Required
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
Deep understanding of social media platform best practices, trends, and tools such as Buffer, Hootsuite, Sprout Social, Brandwatch, or Percolate
Stay informed about current social media trends, emerging platforms, and evolving customer engagement strategies
Exceptional written and verbal communication skills, with the ability to craft empathetic, clear, and brand-aligned responses in 240 characters or less
Strong ability to assess the reputational impact of responses, ensuring appropriateness in tone, content, and audience targeting
Demonstrated accountability, follow-through, and self-management in high-volume, high-visibility workstreams
Thrives in a dynamic environment with competing priorities and varying workflows
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
Contributes positively to team culture, demonstrating enthusiasm, a sense of humor, and a collaborative spirit
Solid understanding of reputational risks, ideally in financial services - including regulatory and fraud considerations
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
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
Preferred
Social media certifications (e.g., Hootsuite Academy, HubSpot Social Media Certification) or certifications relevant to customer service and reputation management is a plus
Company
Gen
Gen is a cybersecurity company that offers security, identity protection, and privacy solutions.
5001-10000 employees
H1B Sponsorship
Gen has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (2)
2022 (1)
2021 (2)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$950M2025-02-13Post Ipo Debt· $950M
2022-11-08IPO
Leadership Team
Rich Matta
General Manager and Head of ReputationDefender
Recent News
2026-01-20
2025-12-09
Morningstar.com
2025-12-08
Company data provided by crunchbase