Public Engagement Lead

Tamara, a fintech platform based in Riyadh that also runs regional and worldwide support sites, is hiring a full-time Public Engagement Lead. The role is on-site…

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Work arrangement: Not specified
Location: Saudi Arabia
Salary: Not specified
Apply by: Not specified
Employment type: Full-time
Experience: Not specified

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About This Role

Tamara, a fintech platform based in Riyadh that also runs regional and worldwide support sites, is hiring a full-time Public Engagement Lead. The role is on-site and covers Tamara's customer conversations on open platforms such as X, Instagram, TikTok, Facebook and app store reviews, along with other public feedback areas. The purpose of the role is to move public support away from reacting to individual complaints and toward a structured…

Job Description

The purpose of the role is to move public support away from reacting to individual complaints and toward a structured engagement model. The lead is expected to protect the brand, help restore customer trust and turn public feedback into business insight that other teams can act on.

The lead manages the team's daily operations, covering staffing across shifts, how work is split, and quality results. Every public reply has to match the company's sanctioned tone and privacy rules, so the lead coaches advisors on sensitive, emotional or high-visibility interactions and takes part in quality calibration sessions to keep scoring consistent.

Cross-team collaboration is also part of the role. The lead works with internal teams to address the root causes of public complaints, tracks repeated topics and mood trends, and reports on team performance and issue trends. The position also supports onboarding, certification and ongoing development for advisors, and owns the public engagement standards so they stay practical and current.

Candidates should show they have led teams in social media care, community work, public engagement or marketing operations and write well in Arabic and English. Good judgment in fast-moving situations is essential. Familiarity with social platforms, CRM systems and social listening tools is expected, and knowledge of fintech topics such as buy-now-pay-later products, payment risks or refunds is a plus.

Responsibilities

Manage the public engagement group on X, Instagram, TikTok and Facebook, plus app reviews and other open channels.
Oversee day-to-day running, shift staffing, workload spreading and quality results for public interactions.
Confirm public replies match the sanctioned tone and privacy rules.
Coach advisors on handling sensitive, emotional or reputationally risky interactions.
Work with internal teams to resolve the root causes of public complaints.
Track repeated topics, mood trends and new risks surfacing in public posts.
Take part in calibration sessions to keep quality scoring consistent.
Support training, onboarding, certification and development for advisors.
Own and maintain the public engagement standards.

Requirements

Track record of managing a group focused on social media service, community work, public engagement or marketing operations.
Writes clearly in Arabic and English and can shift tone for open, sensitive or platform-specific replies.
Solid understanding of social platforms, app review management and digital engagement tools.
Sound judgment and precision when making calls in sensitive situations.
Able to operate in a quick-moving financial technology setting where customers are highly visible.

Qualifications

Working knowledge of CRM software and social monitoring platforms.
Knowledge of buy-now-pay-later products, payment risks or refund handling would be useful.