Job Description
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), Linked In, You Tube
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.
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), Linked In, You Tube
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.
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