Employment Type:Full time

Experience :2-5 Years

Reports To:Operations Manager

Channels

- Play Store, App Store
- Social media • Email • Voice

ABOUT THE COMPANY

Beerupii Innovation Private Limited (BIPL) is a Lending Service Provider (LSP), headquartered in Bengaluru, India, working with RBI-regulated lending partners. As a wholly-owned subsidiary of Global Line Network (GLN), BIPL operates as a digital lending platform connecting creditworthy customers with regulated NBFC lending partners.

GLN is part of the Wiselink Group, a publicly listed conglomerate on the Taiwan Stock Exchange (TPEX: 8932) with a market capitalisation of over USD 1 Billion. The group's fintech arm and flagship app Zenzy has crossed 100 million downloads on the Google Play Store.

At BIPL, we are building India's next-generation digital lending infrastructure compliant, scalable, and customer-first. Customer trust is our most critical asset, and this role sits at the centre of protecting it.

About the role

You will own how Zenzy shows up and responds in public. That means the Play Store and App Store listings and reviews, our social media pages and the conversations happening on them, and the email and in-app support queue end to end.

This is a hybrid of two disciplines we are deliberately combining: reputation management (ASO, review response, sentiment, brand voice) and customer experience (resolving the customers actual problem behind the review).

The role starts as an individual contributor. We expect to build a small team around it within two to three months, and we are hiring with the intention that this person leads it.

What you will own

App store presence and reviews

- Own Play Store and App Store review response end to end — monitor, triage, respond, and follow through to resolution.
- Drive measurable improvement in app rating and sentiment by converting negative reviewers, not just replying to them.
- Manage App Store Optimisation: keyword research, listing copy, screenshots and creatives, competitor benchmarking, and A/B testing of store assets.
- Track rating trends, review themes and install/conversion metrics, and report them on a regular cadence.

Social media and community

- Manage Zenzy's presence and inbound conversation across Instagram, Facebook, X, LinkedIn, YouTube and Google My Business.
- Respond to comments, DMs and public complaints in a consistent brand voice that is also compliant — see the note on regulatory context below.




- Run social listening and sentiment tracking; flag emerging issues and brand-safety risks before they escalate.
- Identify and escalate impersonation, fraudulent pages and misuse of the Zenzy brand for takedown.

Email, chat and escalation handling

- Handle the borrower support queue across email and in-app chat — loan applications, KYC verification, disbursement status, repayment and EMI, foreclosure, and complaints.
- Own escalations end to end: take the case from first contact through to closure, with clear ownership and communication throughout.

- Coordinate borrower issues with our NBFC lending partners — this is not internal ticket-closing; it means chasing the lender side until the borrower has an answer.
- Perform root cause analysis on recurring complaints, identify process gaps, and take recommendations back to product and operations.
- Build and maintain response templates, SOPs and escalation playbooks so quality holds as the team grows.

Regulatory and compliance

- Work within RBI grievance-redressal requirements — resolution timelines, escalation to the NBFC partner, and awareness of the Ombudsman and Sachet routes.
- Maintain accurate, audit-ready documentation of grievances, actions taken and closure.
- Handle sensitive situations with judgement and empathy: failed disbursements, incorrect deductions, loan rejections, KYC failures, and complaints about recovery agent conduct.

What we are looking for

Essential

- 2–5 years in ORM, social media management, app-store review handling, or digital (non-voice) customer support.
- Hands-on experience responding to public reviews or comments on behalf of a brand — with an understanding that a published reply carries risk.
- Excellent written English. Your writing is the product in this role.
- Fluency in Hindi in addition to English, given Zenzy's pan-India borrower base.
- Working knowledge of a CRM or ticketing platform
- Comfort with metrics: SLA, TAT, CSAT, response rate, rating movement — and reporting against them.

Strongly preferred

- Escalation or grievance handling experience — owning complex,



high-priority cases through to closure.
- Direct Play Store Console and App Store Connect experience, including review response and listing management.
- Experience with an ORM or social listening platform — Sprinklr, Simplify360, Konnect Insights, Locobuzz, Meta Business Suite or similar.
- Fintech, NBFC, banking or lending-app background — particularly borrower-facing support covering disbursement, EMI, repayment or collections queries.
- A South Indian language (Kannada, Tamil, Telugu or Malayalam) in addition to English and Hindi.
- Any experience mentoring, training or coordinating others — formal or informal.
- Exposure to ASO tooling: AppTweak, Firebase, Google Analytics, Play Console reporting.

Voice readiness

This role is non-voice today. As Zenzy scales we will add voice support, and the person in this seat is expected to handle voice interactions and later oversee them. You do not need current voice experience — but you should be willing and able to take borrower calls, including difficult ones.

What makes someone right for this

The best person for this job is not necessarily the strongest ORM specialist or the strongest lending-support person. It is someone who understands that on a regulated lending app, those are one role.

- You can write a public reply that is warm, on-brand, and still says nothing that creates a compliance problem.
- You treat a bad review as a case to solve, not a comment to close.
- You are steady with people who are upset about money — which is most of the people you will hear from.
- You want to build and run a team, not just work a queue.

OPPORTUNITY

At Beerupii, every customer interaction is a trust moment. In a sector where Play Store reviews can make or break user acquisition, and where a single unresolved grievance can escalate to the RBI Ombudsman, the Customer Service Executive is not a support role — it is a reputation and compliance function.

You will be BIPL's frontline voice and public face, working at the intersection of customer experience, and app reputation management. As we scale and grow our customer base, you will play a direct role in building the trust that drives our platform's growth.

If you are someone who takes ownership of every interaction, communicates with clarity and empathy, and wants to build — not just handle — customer experience in a regulated fintech, this role is for you.

📌 ORM Executive (Bengaluru)
🏢 Beerupii Innovation
📍 Bengaluru