Customer Advocate, MoneyLion

• 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
• 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

• 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

• Employee Resource Groups
• Work from home opportunities
• 💻 Home Office Equipment
• 🍴 Office Snacks & Coffee
• 💛 Medical Benefits
• ⏰ Flexible Working Hours
• ✨ Employee Discounts
• Unlimited Time Off
• 👶 Parental Leave
• 💰 Company Match 401 (K)
• 🤝 Employee Referral Bonuses
• 💼 Equity Grants

Total funding: $199m

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.