Job Title: Online Reputation Manager
Location: Remote (7pm - 4am IST0
Department: Marketing / Customer Experience
Reports To: Head of Brand or VP Customer Strategy
Type: Full-Time
Experience Required: 35 years in Complaint Management, Online Reputation Management (ORM), PR, or Customer Communication
About the Role
We are seeking an emotionally intelligent, proactive, and brand-sensitive Online Reputation Manager to oversee and enhance our company's digital presence and public image. This individual will be responsible for monitoring, managing, and resolving online reviews and public complaints across various platforms (e.g., Google, BBB, Trustpilot, Facebook, Yelp).
You will play a pivotal role in building trust and credibility through effective response strategies, cross-functional coordination, and authentic reputation-building initiatives. The ideal candidate has experience with complaint resolution, ORM tools, and a calm, professional approach to handling emotionally charged situations.
Key Responsibilities
- Monitor and manage brand presence across all major online review platforms (Google, BBB, Facebook, Yelp, Trustpilot, etc.)
- Proactively handle and respond to negative customer reviews, ensuring empathy, clarity, and alignment with the brand's voice
- Resolve BBB complaints and high-impact public issues swiftly and professionally, working closely with internal teams like support, legal, and operations
- Lead initiatives to generate authentic positive reviews and testimonials through customer experience insights, follow-ups, and campaigns
- Track and report on sentiment trends, brand mentions, review volume, and ratings across platforms; provide actionable insights to leadership
- Maintain and optimize company listings and public-facing business information across digital platforms
- Serve as the internal point of contact for escalated or high-risk reputation issues
- Collaborate with marketing, support, and leadership teams to ensure consistent messaging and resolution alignment
Requirements & Qualifications
- 3+ years of experience in Online Reputation Management, Public Relations, Complaint Resolution, or Customer Communication
- Strong communication and writing skills able to adjust tone to match platform and audience
- Proven ability to de-escalate emotionally charged feedback without damaging brand trust
- Hands-on experience handling BBB complaints and sensitive customer issues
- Knowledge of ORM tools and platforms (e.g., ReviewTrackers, Reputation.com, Google Alerts)
- Familiarity with CRM systems and internal escalation workflows
- Highly organized with the ability to manage multiple open issues at once
- Experience working cross-functionally with internal teams to resolve customer complaints
Preferred Traits
- Calm under pressure with exceptional emotional intelligence
- Strong analytical and reporting mindset
- Passion for customer experience, brand loyalty, and online visibility
- Experience in fast-paced, customer-facing businesses or agencies is a plus
If you're passionate about shaping brand perception and transforming customer feedback into opportunity, we'd love to hear from you.
Apply with your resume at [Confidential Information] & [HIDDEN TEXT] with the subject line Online Reputation Manager
