About the role

Aplyr's Quick Take

This role is about monitoring and responding to customer inquiries on social media for a fintech company. You'll be handling complaints, escalating issues, and collaborating with various internal teams to ensure customer satisfaction. It's primarily an individual contributor role focused on customer engagement.

Good fit

This position is ideal for someone with experience in customer support or social media moderation, particularly in a fast-paced environment. Strong communication skills in both Arabic and English are essential, along with the ability to manage difficult interactions with empathy.

Worth noting

The role involves working closely with multiple internal teams, which may appeal to those who enjoy collaboration. The requirement for bilingual communication is a must, which could limit the candidate pool.

About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from our Care Office in Riyadh, with additional regional and global support offices.

Key Responsibilities:

Monitor and respond to customer inquiries, comments, and messages across social media platforms (e.g., Instagram, Twitter/X, Facebook).
Ensure all responses are aligned with Tamara’s tone of voice and customer experience guidelines.
Handle customer complaints, escalate complex issues, and follow up until resolution.
Identify and flag potential risks, sensitive cases, or PR-related concerns to relevant stakeholders.
Maintain SLAs, KPIs, and quality standards in all interactions.
Collaborate with internal teams (Customer Support, Risk, Payments, Tech) to resolve customer issues.
Document customer interactions accurately using internal tools (e.g., CRM/Zendesk).
Support in managing app reviews and public feedback professionally.
Track recurring issues and provide insights for continuous improvement.

Requirements:

Experience in customer support or social media moderation.
Strong written communication skills in Arabic and English.
Ability to handle difficult customers with empathy and professionalism.
Familiarity with social media platforms and customer engagement tools.
Ability to multitask and work in a fast-paced environment.
Basic understanding of fintech or BNPL is a plus.

Skills & Tags

Aplyr's read

Tamara is a dynamic fintech company revolutionizing consumer purchasing with BNPL solutions, attracting talent in engineering, compliance, and customer care.
Synthesized from recent postings & public sources

What's promising

•Tamara offers innovative BNPL solutions that appeal to modern consumers seeking flexible payment options.
•The company is expanding rapidly, hiring diverse roles across engineering, product management, and customer care.
•Tamara's Builders Program focuses on developing Emirati talent, showing commitment to local workforce development.

What to watch

•The BNPL market is highly competitive, with major players like Klarna and Afterpay dominating.
•Regulatory scrutiny on BNPL services is increasing, posing potential compliance challenges.
•Tamara's growth strategy heavily relies on the Middle Eastern market, which may limit global expansion.

Why Tamara

•Tamara emphasizes local talent development through its Builders Program, particularly for Emirati nationals.
•The company integrates cultural nuances into its UX design, offering tailored experiences for Arabic-speaking users.
•Tamara's focus on both voice and non-voice customer care roles highlights its commitment to comprehensive customer support.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Tamara

Tamara

tamara.co

View company

Tamara is a financial technology company that provides buy now, pay later (BNPL) solutions, enabling consumers to make purchases and pay for them in installments.