Online Reputation Management

Job Title: Online Reputation Management (ORM) Specialist

Company: Dealing.com

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

● 6-8 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.