Community Engagement Lead

Job description

About the employer: the employer is a leading fintech platform in Saudi Arabia and the GCC, serving over 25 million customers and 130,000 partner merchants with reliable financial solutions. Backed by Sanabil Investments, SNB Capital and others, its headquarters are in Riyadh with regional and global offices. Role: As Community Engagement Lead, you will head the public customer engagement function across social media channels, app reviews, and public feedback platforms. You will transform reactive support into a structured engagement model that protects the brand, restores trust, and converts feedback into actionable business insights. You will manage the team’s daily performance, quality, escalation discipline, and cross‑functional alignment to ensure fast, accurate, human responses that follow the employer’s tone, risk standards and customer experience expectations.

Requirements

• Proven experience leading a team in social media care, community management or public engagement
• strong Arabic and English writing skills with ability to adapt tone for public, high‑sensitivity interactions
• strong understanding of social media platforms, app review management and digital customer behavior
• strong judgment, attention to detail and ability to make decisions in fast‑moving or sensitive situations
• comfortable working in a fast‑paced fintech environment
• familiarity with CRM systems, social listening and customer engagement tools
• understanding of fintech, BNPL, payments, fraud, disputes, refunds or customer protection topics is a plus

Skills