About this role
The Social Media Customer Support Agent is responsible for delivering exceptional customer support across Tabby’s official social media channels. The role requires timely, accurate, and empathetic engagement while protecting customer information, maintaining Tabby’s brand voice, and ensuring compliance with internal policies and financial regulations. Respond to customer inquiries across X, Instagram, Facebook, TikTok, and LinkedIn. Resolve customer issues within agreed SLAs. Move public conversations to Direct Messages whenever account verification is required. Educate customers about Tabby products, repayments, refunds, disputes, and account management. Escalate complex cases while maintaining ownership until resolution. Maintain Tabby’s tone of voice and protect the company's public reputation. Follow verification, security, and compliance procedures. Document cases accurately using CRM and support tools. Collaborate with QA, WFM, Product, Risk, Collections, and Marketing teams. Participate in coaching sessions and continuous improvement initiatives.