Senior Customer Advocate, MoneyLion
Social Media and Public Engagement
$65-67k
4+ days a week in office (Chelsea, NYC)
The all-in-one mobile banking experience
Open for applications
The all-in-one mobile banking experience
501-1000 employees
Open for applications
$65-67k
4+ days a week in office (Chelsea, NYC)
501-1000 employees
Company mission
MoneyLion's mission is to empower millions in achieving their life goals by taking control of their finances. Their approach is giving people access to a comprehensive range of personalised service and products, changing the way people engage with their money.
Role
Who you are
- The ideal candidate will be enthusiastic and proactive, possess a strong customer-first mindset, exceptional communication skills, and the ability to work effectively in a fast-paced, dynamic environment
- This position requires a blend of creativity, strategic thinking, and a commitment to consistently representing MoneyLion’s brand voice in all customer interactions.If you thrive in high-energy spaces, love bringing creative solutions to the table, and excel in dynamic environments, this role is for you
- Experience: Minimum 4-5 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
- Knowledge: Deep understanding of social media platform best practices, trends, and tools such as Buffer, Hootsuite, Sprout Social, Brandwatch, or Percolate
- Trend Driver: Stay informed about current social media trends, emerging platforms, and evolving customer engagement strategies
- Communication: Exceptional written and verbal communication skills, with the ability to craft empathetic, clear, and brand-aligned responses in 240 characters or less
- Judgment: Strong ability to assess the reputational impact of responses, ensuring appropriateness in tone, content, and audience targeting
- Ownership: Demonstrated accountability, follow-through, and self-management in high-volume, high-visibility workstreams
- Adaptability: Thrives in a dynamic environment with competing priorities and varying workflows
- Metrics Proficiency: Ability to monitor, analyze, and interpret social media metrics to deliver actionable insights
- Stakeholder Savvy: 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
- Cultural Fit: Contributes positively to team culture, demonstrating enthusiasm, a sense of humor, and a collaborative spirit
- Regulatory Awareness: Solid understanding of reputational risks in financial services, including regulatory and fraud considerations
- Reputation Management: 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
- Continuous Improvement: 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
- Certifications (Preferred): Social media certifications (e.g., Hootsuite Academy, HubSpot Social Media Certification) or certifications relevant to customer service and reputation management is a plus
What the job involves
- The Customer Advocate, Social Media, is the guardian of MoneyLion’s reputation in the wild, unpredictable world of social media and third-party review sites
- You’ll deliver swift, empathetic, and on-brand solutions to customer questions, complaints, and concerns—all while keeping MoneyLion’s mission to “empower America’s financial decisions” front and center
- As a key player on the Social Media branch of the Customer Advocacy team, you’ll be the voice behind the screen—quick-thinking, problem-solving, and always tuned in to what customers need
- This isn’t just about answering questions and resolving issues; it’s about building trust, championing MoneyLion’s unique brand voice, and ensuring every interaction leaves our customers feeling like VIPs
- This role is vital to maintaining our online reputation and ensuring customer satisfaction through authentic engagement
- Success here means working collaboratively, staying proactive, and ensuring every customer feels heard and supported
- Ultimately, this role is about fostering customer trust and loyalty while positioning MoneyLion as a leader in customer support through thoughtful and impactful digital engagement
- 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
- Monitor and report on key social media metrics, using insights to refine strategies and improve customer engagement
- 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
- Take ownership of social metrics by analyzing engagement and trends; and offering actionable insights to refine strategies
- 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
- Mentor peers by sharing best practices, tools, and communication techniques to strengthen the team’s capabilities
Our take
Managing our financial lives can be a challenge. From banking to investing, there are a plethora of institutions, products and services to choose from in the market.
Whilst legacy banks have traditionally been focused on a specific service within the financial industry, MoneyLion have built a full-service digital platform to deliver mobile banking, lending, and investment solutions. From their app, users can get a complete overview of their financial lives.
It is a neobank on the rise. Since its launch in 2013, MoneyLion has signed up nearly 8 million users, doubled its revenue between 2020-2021 and acquired a stake in digital asset settlement provider Zero Hash, adding crypto-based investing to their platform.
However, this is a highly competitive industry and one that in the first quarter of 2023, was highly volatile. MoneyLion also has big competition against the likes of Chime, Revolut, and RobinHood. Whilst competitive and operating within an evolving space, MoneyLion is continuing on a strong path through its marketplace strategy, matching members with partner brands and saw an increase in revenue through 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2019
$100m
SERIES C
Jun 2018
$30m
LATE VC
Total funding: $199m
Company benefits
- Employee Resource Groups
- Work from home opportunities
- đź’» Home Office Equipment
- 🍴 Office Snacks & Coffee
- đź’› Medical Benefits
- ⏰ Flexible Working Hours
- ✨ Employee Discounts
- Unlimited Time Off
- 👶 Parental Leave
- đź’° Company Match 401 (K)
- 🤝 Employee Referral Bonuses
- đź’Ľ Equity Grants
Company HQ
Civic Center, New York, NY
Leadership
Dee Choubey
(CEO)Dee worked at Citigroup, Goldman Sachs, Citadel, and Barclays for a combined 10 years. He left his role in Investment Banking at Barclays having founded MoneyLion in September 2012.
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