Customer Advocate, Social Media

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MoneyLion is a leader in financial technology powering the next generation of personalized products and content, with a top consumer finance super app, a premier embedded finance platform for enterprise businesses and a world-class media arm. MoneyLion’s mission is to give everyone the power to make their best financial decisions. We pride ourselves on serving the many, not the few; providing confidence through guidance, choice, and personalization; and shortening the distance to an informed action.

In our go-to money app for consumers, we deliver curated content on finance and related topics, through a tailored feed that engages people to learn and share. People take control of their finances with our innovative financial products and marketplace - including our full-fledged suite of features to save, borrow, spend, and invest - seamlessly bringing together the best offers and content from MoneyLion and our 1,100+ Enterprise Partner network, together in one experience. MoneyLion’s enterprise technology provides the definitive search engine and marketplace for financial products, enabling any company to add embedded finance to their business, with advanced AI-backed data and tools through our platform and API. Established in 2013, MoneyLion connects millions of people with the financial products and content they need, when and where they need it.

About the Role

Customer Advocates are the face of the MoneyLion brand. Advocates maintain a level of professionalism and empathy that exceeds that of our customer’s expectations. We are looking for an advocate for superior customer experience interactions via our various social media and review channels — a brand ambassador, driving high-value customer experience interactions via social media.

Ultimately, you will help establish our reputation as a company that offers excellent customer support via all mediums, including social media and various digital channels. You will own and elevate the customer experience by resolving customer concerns and reporting to the correct teams to eliminate the issue for future customers.

Responsibilities include resolving customer queries and complaints, recommending solutions, and guiding customers through product features and functionalities. To be successful in this role, you should be an excellent written and verbal communicator who’s able to earn our customers’ trust in 240 characters (or less!).

Key Responsibilities 

Customer Service:

  • Provide excellent customer service that is focused on the person as well as the solution
  • Resolve customer questions, concerns, and product issues raised via public channels by engaging the customer, providing the right resolution, and addressing social media escalations with critical thinking
  • Respond to customer concerns in a timely and accurate way; first via the relevant social channel, and be prepared to follow up via phone, email, or chat — according to the customer’s preference
  • Monitor, proactively post, research and reach out to community members within official MoneyLion channels to ensure a positive experience with the company
  • Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their issues are resolved

Advocacy:

  • Own public-facing customer escalations, from acknowledgement through to research, resolution, and internal product feedback where required
  • Analyze and respond to public-facing interactions (Social Media, App Reviews, Website Feedback, etc) activities — make recommendations to enhance the customer experience to product, engineering, and operations partners
  • Manage and moderate interactions on specific digital platforms as assigned and report findings to the senior leadership team regarding significant issues, themes and/or feedback collected through the channels
  • Represent MoneyLion’s brand and mission to online communities, and the public at large
  • Analyze and report service issues and product malfunctions, as well as flagging identified trends and patterns of complaints
  • Update our internal databases with information about technical issues, complaints, and useful discussions with customers that may help improve our products, services, and customer support
  • Own and elevate the customer’s experience by challenging the status quo and advocating for improved processes.

About You

  • Minimum of 4-5 years of experience in a customer-facing role
  • Minimum of 2-3 years of customer escalations experience, preferred but not required 
  • Prior experience managing Q&A, moderation, and communities on Facebook, Instagram, LinkedIn, YouTube, Twitter, 3rd party review sites, etc. and understanding best practices for each platform
  • Strong customer-first mindset, with an interest in understanding the customer, and engaging in a supportive, authentic, on-brand voice, to resolve customer issues quickly and satisfactorily
  • Must have maturity and self-awareness to work with the content / topics at hand
  • Excellent work ethic, high productivity, and acute attention to detail needed
  • Follow-up skills and a strong sense of accountability and ownership are a must
What We Value

We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation. Every member of the MoneyLion Pride is passionate about fintech and ready to give 100% in helping us achieve our mission.

Working At MoneyLion

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

  • Competitive salary packages 
  • Comprehensive medical, dental, vision and life insurance benefits
  • Wellness perks
  • Paid parental leave
  • Generous Paid Time Off
  • Learning and Development resources
  • Flexible working hours 

MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Bellevue
Birmingham, AL
Boise, ID
Boston, MA
Bronx
Brookline
Brooklyn
Buffalo, NY
Burlington
Cambridge
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado Springs
Colorado, CO
Columbus, OH
Culver City
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
East Bay
El Segundo
Fayetteville-Springdale-Rogers, AR
Fort Collins
Greater Boston Area
Greater Boulder Area
Greater Denver Area
Greater LA Area
Greater NYC Area
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Hollywood
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Kirkland
Las Vegas, NV
Lexington
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Manhattan
Marina Del Rey & Playa Vista
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Newton
North Bay
North Jersey
North Suburbs
Northwest Suburbs
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orange County
Orlando, FL
Other
Other US Location
Palm Bay-Melbourne-Titusville
Pasadena
Peninsula
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Princeton-Trenton
Providence, RI
Provo, UT
Queens
Quincy
Raleigh-Durham, NC
Redmond
Remote
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Santa Monica
Seattle
Seattle, WA
Somerville
South Bay
South Suburbs
Spokane, WA
St. Louis, MO
Staten Island
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Venice
Waltham
Washington DC
Watertown
West Suburbs
Western Colorado
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • SpringFrameworks
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • HootsuiteCMS

What are MoneyLion Perks + Benefits

MoneyLion Benefits Overview

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

- Competitive salary packages
- Comprehensive medical, dental, vision and life insurance benefits
- Wellness perks
- Paid parental leave
- Generous Paid Time Off
- Learning and Development resources
- Flexible working hours

Culture
Open door policy
OKR operational model
Open office floor plan
Employee resource groups
Quarterly engagement surveys
In-person all-hands meetings
In-person revenue kickoff
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Mother's room
Professional Development Benefits
Job training & conferences
Mentorship program

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