Tamara
Social Media Moderator
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 23/05/2026
Job overview
Date posted
08/04/2026
Location
Riyadh, Saudi Arabia
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
23/05/2026
Job description
Responsible for monitoring and responding to customer inquiries, comments, and messages across social media platforms including Instagram, Twitter/X, and Facebook for Tamara, a leading fintech platform in Saudi Arabia and the wider GCC region. Ensures all responses align with Tamara’s tone of voice and customer experience guidelines while maintaining SLAs, KPIs, and quality standards. Handles customer complaints, escalates complex issues, and follows up until resolution while identifying and flagging potential risks, sensitive cases, or PR-related concerns to relevant stakeholders. Collaborates with internal teams including Customer Support, Risk, Payments, and Tech to resolve customer issues effectively. Documents customer interactions accurately using internal tools such as CRM and Zendesk. Supports management of app reviews and public feedback professionally while tracking recurring issues and providing insights for continuous improvement. Operates within a fast-paced fintech environment serving millions of users and partners including SHEIN, Jarir, noon, IKEA, Amazon, and SMEs, contributing to customer-centric financial super-app operations and maintaining high-quality customer engagement across social media channels.
Required skills
Key responsibilities
- Monitor and respond to customer inquiries, comments, and messages across social media platforms including Instagram, Twitter/X, and Facebook
- Ensure responses align with Tamara’s tone of voice and customer experience guidelines while maintaining SLAs, KPIs, and quality standards
- Handle customer complaints, escalate complex issues, and follow up until resolution across customer interaction channels
- Identify and flag potential risks, sensitive cases, and PR-related concerns to relevant stakeholders
- Collaborate with Customer Support, Risk, Payments, and Tech teams to resolve customer issues effectively
- Document customer interactions accurately using CRM and Zendesk tools
- Manage app reviews and public feedback professionally across digital platforms
- Track recurring issues and provide insights for continuous improvement of customer experience processes
Experience & skills
- Demonstrate proven experience in customer support, social media moderation, or digital customer engagement roles involving high-volume customer interactions across social platforms
- Exhibit strong written communication skills in Arabic and English with the ability to craft clear, professional, and brand-aligned responses across multiple communication channels
- Utilize familiarity with social media platforms including Instagram, Twitter/X, and Facebook and customer engagement tools such as CRM and Zendesk for managing customer interactions
- Handle difficult customers, complaints, and escalations with professionalism while maintaining empathy and adhering to defined customer experience guidelines and service standards
- Operate effectively in a fast-paced environment while multitasking across multiple conversations, managing priorities, and meeting SLA and KPI performance targets
- Possess familiarity with customer interaction documentation practices, ticket management workflows, and quality assurance standards in customer support environments
- Demonstrate understanding of fintech or BNPL business models, customer journeys, and payment-related customer inquiries as an added advantage
- Show ability to analyze recurring issues, identify trends in customer feedback, and contribute insights for operational improvements and enhanced customer experience