Key Responsibilities

- Handle customer complaints and queries received through social media channels.
- Draft personalized and contextually appropriate responses instead of relying solely on standard templates.
- Assess customer sentiment and identify reputation-sensitive cases.
- Coordinate with internal teams for customer recovery, refunds, replacements, and issue resolution.
- Handle public-facing communications while maintaining brand tone and voice.
- Escalate influencer, viral, media, and high-impact complaints appropriately.
- Monitor social media conversations and proactively identify emerging customer experience concerns.

Preferred Candidate Profile

- Prior experience in Social Media Customer Support, Social Care, Online Reputation Management, Customer Experience, or Community Management.




- Excellent written communication skills with strong command over English.
- Ability to handle public-facing customer interactions with empathy and sound judgment.
- Experience in managing customer complaints across social media platforms.
- Solid critical thinking and problem-solving skills.
- Familiarity with social listening or social media management tools will be an added advantage.

Experience Requirement

- 1-2 years of relevant experience in social media support, customer experience, or reputation management roles.

Location - Viman Nagar Office, Pune

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