Online Reputation Management (ORM)

Job Title: Online Reputation Management (ORM) Lead/Manager

Location: Mumbai

Experience: 6 + years

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