Job Title: Online Reputation Management (ORM) Specialist
Company: Dealing.com, Stackflow, Finvasia
Location: Mumbai
Experience: 6 - 7 years
Type: Full-time
Key Responsibilities (ORM + Voice of Customer Insights)
- Monitor and track Dealing’s brand mentions across social media, Google Reviews, app
stores, forums, communities, and news platforms
- Respond to customer comments, DMs, complaints, and queries in a calm, professional,
and brand-aligned tone
- Manage negative sentiment, misinformation, and rumor control through structured
escalation and accurate communication
- Coordinate with Customer Support, Product, Compliance, Risk, and Marketing teams to
ensure quick resolution and closure of issues
- Build and maintain response templates for common customer topics (account, KYC,
deposits, withdrawals, pricing, features, market access)
- Extract customer insights from comments, reviews, DMs, tickets, and community
conversations to identify recurring pain points, objections, feature requests, and trust
gaps
- Share weekly “Voice of Customer” insights with internal teams, including top complaints,
confusion areas, sentiment drivers, and recommended fixes / messaging improvements
- Prepare a weekly ORM report covering mention volume, sentiment trends, recurring
issues, escalations, and improvement recommendations
- Flag early signals of churn triggers and reputation risks, and recommend proactive
communication to prevent escalation
- Drive improvements in FAQs, onboarding flows, product messaging, and support SOPs
based on customer learnings
- Support product launches and campaigns by ensuring fast, consistent, and high-quality
community responses
- Should be able to use insights from the ORM to improve the communication, marketing
initiatives, social media / content
Required Skills 6-7 years of experience in ORM / Social Listening / Customer Communication /
Community Management
- Strong written communication skills in English and should be able to create content for
ORM on own
- Ability to respond under pressure with maturity and clarity (especially in BFSI/fintech
context)
- Strong understanding of social platforms: Instagram, X (Twitter), LinkedIn, YouTube
comments, Reddit/Quora, Google Reviews
- Familiarity with ORM tools like Sprinklr / Meltwater / Brandwatch / Talkwalker /
Locobuzz / Hootsuite
- Ability to work with internal teams and close loops on customer issues
- Good judgement on what to respond to vs what to escalate, should be able to anticipate
crisis at the right time
- Should have experience of handling ORM Crisis in the past, BFSI / Global experience
will have advantage
- Should be able to work in multi-country setup ORM with regional languages in different
countries.
