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Gen · 1 day ago

Customer Advocate Social Media

Phoenix, AZ

Full-time

Hybrid

Entry Level

1+ years exp

Gen is a company committed to empowering America’s financial decisions, and they are seeking a Customer Advocate for Social Media. This role involves managing customer inquiries and concerns on social media, ensuring customer satisfaction while maintaining the company's brand voice and online reputation.

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 platform, phone, email) to ensure resolution and satisfaction

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

Document and maintain internal records of customer concerns, investigations, and resolutions

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

Partner cross-functionally to amplify the customer voice by sharing actionable feedback, feature requests, and pain points with Product, Marketing, and Operations teams, helping influence enhancements and customer-centric solutions

Provide input on process improvements and share best practices to enhance team efficiency and consistency in social media and public engagement support

Qualification

Customer Support ExperienceSocial Media EngagementExceptional CommunicationProblem-SolvingTrend AwarenessJudgment & Reputation ManagementSocial Media Tools KnowledgeCertifications in Social MediaAdaptabilityCollaborationOwnership

Required

Minimum 1-2 years in a customer support role, with proven ability to resolve complex issues and deliver exceptional customer experiences

Customer Focus: Passion for helping people and turning challenging situations into positive outcomes

Communication: Exceptional written and verbal skills, able to craft empathetic, clear, and brand-aligned responses—even under tight character limits

Judgment & Reputation Management: Strong ability to assess tone, audience, and impact before hitting 'send,' ensuring responses protect brand integrity and knowing when to escalate risks

Trend Awareness: Ability to spot emerging patterns in customer feedback and social conversations—not just handle cases one by one—so you can surface insights that drive improvements

Adaptability: Thrives in a dynamic environment with shifting priorities and evolving workflows

Problem-Solving: Resourceful and solution-oriented, with a knack for finding answers and thinking critically under pressure

Ownership: Demonstrated accountability and follow-through in high-volume, high visibility workstreams

Collaboration: Comfortable working with cross-functional teams and contributing ideas that improve processes and customer experience

You're curious, proactive, and committed to continuous improvement

You embrace challenges, learn quickly, and take pride in refining your craft while contributing to a positive team culture

Candidates must reside within a commutable distance to our Tempe, AZ office

This role requires onsite presence 3 days a week

Preferred

Prior experience engaging customers on social media platforms (Facebook, Instagram, Reddit, LinkedIn, YouTube, and X/Twitter) is a plus—but not required

Familiarity with social media best practices, trends, and tools (Buffer, Hootsuite, Sprout Social) is helpful but not required

Certifications in social media or customer service are a bonus, not a prerequisite