About the role
Be the voice of the brand and help shape how people experience it online. You'll be at the frontline of the online community—turning questions into meaningful conversations, addressing concerns with empathy and professionalism, and helping transform challenging customer interactions into positive brand experiences.
Key responsibilities
- Monitor brand mentions, keywords, customer feedback, and industry conversations across Facebook, X (Twitter), Instagram, TikTok, LinkedIn, Reddit, and other relevant digital platforms
- Respond to comments, reviews, messages, and customer queries within established service-level agreements (SLAs), while maintaining a consistent and professional brand voice
- Identify emerging issues, manage negative feedback and escalations thoughtfully, and flag high-risk or sensitive situations to the appropriate PR, communications, legal, or internal teams
- Identify recurring customer concerns and insights that can help improve products, services, and the overall customer experience
- Highlight positive customer experiences, encourage meaningful community engagement, and help showcase authentic customer testimonials and advocacy
- Work closely with Customer Experience, Marketing, PR, and other stakeholders to ensure online presence reflects the brand consistently and positively
About you
- At least 6 months of experience in online reputation management, digital customer experience, community management, social media, PR, communications, or a related field
- Excellent written English, with strong grammar, clarity, tone, and attention to detail
- Strong contextual judgment and emotional intelligence, especially when responding to complaints, sensitive topics, or potentially high-impact situations
- Ability to remain calm, professional, and solutions-oriented when managing challenging customer interactions
- Strong awareness of social media trends, online communities, and evolving digital conversations
- Comfortable working with multiple platforms and managing competing priorities within defined SLAs
- Experience with tools such as Sprout Social, Hootsuite, Brandwatch, Sprinklr, Zendesk, or similar platforms is a strong advantage