About the 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.
Benefits
- A working environment where the quality of your work shapes your career trajectory.
- Employee Stock Options Program (ESOP).
- Medical & Social Insurance.
- Flexi Perks: Monetary benefit for health, well-being, or professional development.
- AI Subscription Allowance of up to 250$