Customer Support ORM Social Media & Escalations

About the Role

You will be the voice of Kiwi across two of our most visible and sensitive channels: social media and customer email escalations. When a customer posts a complaint publicly or an issue lands in your email escalation queue, you own it end to end, from first response to root cause to resolution. This is not a marketing role. It is a customer resolution role where speed, empathy, and precision protect the brand in public and rebuild trust in private.

Location: HSR, Bangalore, office-based

Experience:1 to 2 years in Social Media support

Function: Social Media Customer Experience

Public channels: X, Instagram, LinkedIn, Facebook, Reddit, Play Store and App Store reviews

Private channels: Freshdesk, Locobuzz escalation queue

Employment type: Off-roll

Shift: Day, rotational

Work week: 6 days a week including weekends, with 1 rotational weekly off

Reports to: Manager, Customer Experience

What You'll Do:

Public channel response and monitoring

- Monitor brand conversations across X, Instagram, LinkedIn, Facebook, Reddit, and app store reviews, and respond to comments, DMs, and reviews within defined turnaround times.
- Handle public complaints to a clear pattern: acknowledge publicly, take the detail private, resolve, then close the loop visibly.
- Respond to Play Store and App Store reviews, with priority on low-star reviews describing a live product or money issue.
- Recognise which posts must not be answered independently, and route them to the approval path before replying.
- Track sentiment shifts and competitor activity in the fintech space, and flag emerging risks early rather than after they trend

Escalation ownership

- Own customer escalations on Freshdesk from first response to resolution, including cases that arrive through social channels.
- Write clear, accurate, qualified responses that resolve the issue in as few interactions as possible.
- Identify root cause rather than applying a surface fix,



and coordinate with internal teams and partner banks to close the underlying problem.
- Meet escalation closure targets without trading away quality or accuracy.
- Document the issue, the actions taken, and the resolution on every case, to a standard that someone else could pick up cold.

Cross-functional and incident coordination

- Partner with Comms, Incident Ops, Risk, Product, and Tech on high-stakes user issues, and raise an incident report early when the signal warrants it.
- Coordinate escalations that arrive through leadership, keeping owners, status, and next steps clear at all times.
- Know when to escalate, to whom, and how fast. Escalating early is not a failure; sitting on a live risk is.

Insight and improvement

- Share a weekly summary of social volume, recurring themes, and complaint patterns with leadership.
- Surface operational process gaps with supporting case evidence, and follow through on the fix.
- Build deep product and process knowledge across cards, loans, rewards, and payments.
- Use internal AI tools for drafting, summarising, and categorising, and adapt quickly as the tool stack changes.

How Public Responses Work:

- You will have standing authority to respond independently on routine matters, using approved language. Certain categories always route to the approval path before anything is posted:
- Anything referencing a partner bank, its policies, or its systems.
- Anything involving fees, charges, interest, or a refund commitment.
- Anything framed as a regulatory complaint, a legal threat, or media contact.
- Anything touching a live outage, a data or security concern, or suspected fraud.
- Anything from a verified journalist, an influencer, or a post already gaining traction.





Minimum Requirements:

- 1 to 2 years in customer service, support, or service operations, with at least 1 year handling escalations or public-facing customer channels.
- Hands-on experience responding to customers on social media or app store reviews for a brand.
- Excellent written English: correct grammar, clean structure, and control of tone under pressure. This is the primary screening criterion.
- Working proficiency in Hindi, reading and writing, including comfort with Hinglish as customers actually write it.
- Composure in difficult conversations, in a public thread with an audience and in a private email with an angry customer.
- Hands-on experience with a support platform (Freshdesk, Zendesk, Sprinklr, or similar) and a working understanding of how support and product systems fit together.
- Analytical and problem-solving ability, with a process-oriented approach and curiosity about how the product works.
- Attention to detail, held together with speed. Both, not one.
- Comfortable working in office with heavy cross-team collaboration.
- Willing to work rotational shifts, 6 days a week including weekends.

Preferred Qualifications

- Experience in fintech, credit cards, lending, or payments.
- Exposure to regulated complaint or grievance-handling processes and their timelines.
- Experience with a social listening tool (Locobuzz,Sprinklr, Sprout, Brand24, or similar).
- Proficiency in an additional Indian language beyond English and Hindi.

What This Role Is Not:

- Not a marketing, content, or community-growth role. You do not own the calendar or the creative.
- Not a queue-clearing role. Closing a ticket without closing the underlying issue does not count.
- Not a role where you improvise policy in public. Restricted categories go through approval, every time.
- Not remote or hybrid. This is an office-based role.
- Not a fixed Monday to Friday schedule. Weekends are when complaints peak, so weekends are part of the roster.

📌 Orm Executive (Social Media & Escalations) (Bengaluru)
🏢 Gokiwi Tech
📍 Bengaluru