Customer Operations, Social Media Specialist at Chipper Cash

Job Description

• We are seeking a highly skilled and customer-obsessed Customer Operations (Social Media) to join our team.
• This role is dedicated to managing and resolving customer concerns raised through our social media channels (X, Facebook, Instagram, TikTok, and others).
• The ideal candidate will bring prior experience handling customer issues in a financial services or fintech environment and will be confident in turning customer frustrations into positive experiences.
• As part of the Customer Operations team, you will play a critical role in safeguarding our brand reputation, ensuring timely and empathetic responses, and collaborating with internal teams to resolve issues efficiently.

‍Key Responsibilities

• Monitor, track, and respond to customer inquiries, complaints, and feedback across all official social media channels in a timely and professional manner.
• Represent the company’s voice consistently while maintaining empathy, clarity, and professionalism.
• Escalate complex issues to the appropriate teams and follow through to resolution, ensuring customer satisfaction.
• Identify trending issues and flag them to the wider Customer Operations, Product, and engineering teams for proactive solutions.
• Enhance and maintain a knowledge base of FAQs, and social media communication guidelines.
• Collaborate with Marketing, Risk/Compliance, and the customer communication teams to ensure alignment in tone, accuracy, and timeliness of communication.
• Provide insights from social media interactions to improve processes, customer experience, and brand perception.
• Contribute to training and mentoring junior team members on social media handling best practices.
• Create and present weekly, monthly, and quarterly reports.

‍Requirements

• 3–5 years proven experience in a Customer Operations/Contact Center role within the financial services or fintech sector.
• Strong background in social media customer support, handling customer queries on platforms like X, Facebook, Instagram, and others.
• Excellent written communication skills with the ability to adapt tone and messaging depending on the platform and context.
• Deep understanding of the customer journey in financial services, including common pain points and regulatory sensitivities.
• Strong problem-solving skills with experience escalating and coordinating with cross-functional teams to resolve issues.
• Proficiency with social media monitoring and customer support tools (e.g., Meltwater, Falcon, Hootsuite, Intercom, Zendesk, Freshdesk or similar).
• A customer-first mindset with the ability to turn negative situations into positive experiences.
• Flexibility to work in shifts, including weekends/public holidays, as required.

Preferred Skills (Nice to Have):

• Knowledge of compliance and regulatory considerations in the financial services sector.
• Familiarity with social media analytics and reporting to track support performance and customer sentiment.