Social Media Lead

Tabby is hiring a Social Media Lead in Riyadh, Saudi Arabia. Level rates it ; you can apply on Tabby.

Level's read on this job

Little AI ●○○○ is how Level rates this marketing role: aI is not part of the work.
Level classifies it as a lead role.
Level lists 51 other open roles at Tabby.
The role was posted in the last few days.

AI in this role

About the role

Tabby answers its customers in public every day, on X, Instagram, Facebook, app stores and review platforms. This role owns our support presence on those channels: the pages customers come to with a problem, and what they find when they get there.

Marketing owns Tabby’s brand accounts and brand image, and has its own social media people. Your remit is how Tabby serves customers in public.

Our Social Media support team in KSA is around 16 people. Operations managers and team leaders run it day to day, including the queue, the shifts and agent performance. Your side of it is the voice we use, the content we publish, the community we build around our customers, and how support handles a public flare-up.

Saudi Arabia is your main market. You will also cover the UAE as a second market.

We want a Saudi national with first-hand knowledge of the local conversation: the platforms, the humour, the references, and what makes a brand credible here.

Key Responsibilities

What you will own

Tone of voice and the standard for public replies, in Arabic and English. You write the standard, keep it current, and check that what customers see matches it.
Proactive content: FAQs, explainers, announcements and how-to material covering payments, limits, disputes and how to reach us. Recurring problems get a public answer.
A support community: a place where Tabby posts first and customers come to ask their questions.
How we show up in public ratings and reviews: app stores, Trustpilot, review platforms, sentiment and share of voice on service topics. You track it, decide how we respond, and organise the team to deliver those responses.
The support side of incidents and public flare-ups: what our channels say, when, and in what words, agreed with Marketing, Legal and Compliance.
Reporting on how Tabby support is delivered in public, with recommendations the business can act on.
Passing what customers say in public into Customer Experience and Product.

What you will share with others

Quality of public replies. You set the standard, the Quality team measures against it, and team leaders drive it with their agents. Scoring and appraisals stay with the operations line.
Agent skill on tone and public writing. You build the material and run the sessions.
The content calendar with Marketing. You are the Customer Experience counterpart and keep support and campaigns aligned.

What sits outside this role

Queue management, scheduling, SLAs, productivity, headcount, agent appraisals and discipline sit with the operations managers and team leaders. Brand accounts, brand campaigns and brand image sit with Marketing. Regulatory rules sit with Compliance. Tool selection and procurement sit with CRM and IT.

Skills, Knowledge and Expertise

Required skills, knowledge and expertise

Saudi national, based in Riyadh.
Native Arabic with strong writing ability. English good enough for day-to-day work with an English-speaking leadership team.
4+ years in social media, community or content for a consumer brand with high public volume.
A portfolio of posts and replies you wrote and published yourself. We will ask you to walk us through it.
Fluency in the local conversation: platforms, memes, references and the events people are reacting to.
Cultural and political awareness, with the judgement to keep Tabby out of trouble when a public topic turns sensitive.
Experience handling a wave of public complaints as the person answering for the company.
Social listening and performance reporting with Sprinklr, Lucidya, Sprout Social, Meta Business Suite or equivalent.
The ability to set a standard and get people who do not report to you to follow it.

Preferred qualifications

Fintech or financial services background. You should pick up BNPL and credit cards without product training.
Experience building a support community or forum.
Experience working alongside a customer support operation.
Experience across both the Saudi and UAE markets.
Bachelor's degree in Communications, Marketing or a related field.

How we rate this

Social Media Lead at Tabby rates 33 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.