Role Overview

We are looking for an empathetic, sharp, and highly responsive ORM & Social Media Customer Success Representative to manage public brand engagements and resolve complex customer escalations. In this role, you will operate with high autonomy—independently managing high-tension customer situations, conducting deep-dive case diagnostics, drafting detailed Root Cause Analysis (RCA) reports, and delivering strategic, legally safe solutions without needing constant management intervention.

Key Roles & Responsibilities

Brand Engagement & Response: Proactively respond to all customer engagements, reviews, and mentions across HomeLane’s social media handles and public review forums in a timely manner.

Autonomous Escalation Management & Strategic Solutions: Independently manage volatile customer escalations end-to-end without requiring supervisor intervention. Strategize, negotiate, and execute effective de-escalation solutions for complex cases (including legal risks, founder-level escalations, and compensation demands).

Detailed RCA & Case Diagnostics: Perform detailed, diagnostic audits into full project histories to create factual, comprehensive, and legally vetted Root Cause Analysis (RCA) reports. Pinpoint operational bottlenecks across Design, Manufacturing, Site Execution, and Handover stages to drive internal accountability and present structured explanations to clients.

Independent Customer Communication & Call Management: Comfortably and independently lead high-stakes calls with irate customers. Exhibit immaculate phone presence to calm aggressive clients, rebuild broken trust, and drive consensus on resolution pathways.





Cross-Functional Stakeholder Alignment: Identify and raise critical site, design, or delivery issues to concerned internal stakeholders (Design Managers, Installation Managers, Project Managers, and Leadership) via email and track them through to resolution.

CRM & Documentation Hygiene: Document all customer issues, communications, and historical progress using relevant CRM tools, following up rigorously to ensure zero SLA breaches.

Reporting & Data Tracking: Maintain a working knowledge of Excel and Google Sheets to update, manage, and deliver operational performance and escalation tracking reports.

Multitasking, Follow-ups & Sentiment Conversion: Effortlessly handle customer queries across channels other than social media (e.g., email desk, inbound/outbound calls). Execute flawless follow-ups while managing heavy workloads simultaneously, excelling at converting negative customer sentiment into brand advocacy on social platforms.

Project Flexibility: Demonstrate flexibility to take on additional customer success and experience projects beyond standard Online Reputation Management duties.

Qualifications & Skill Requirements

Experience: 3 to 4 years of hands-on experience in Online Reputation Management (ORM) is a must. Prior experience in high-touch Customer Support,



Executive Escalation Desks, or Dispute Resolution is a strong plus.

High Autonomy & Ownership: Proven ability to work independently, make sound decisions under pressure, and resolve escalated scenarios without requiring ongoing guidance or managerial oversight.

Language Proficiency: Fluent command over written and spoken English and Hindi. Proficiency in any additional regional language (e.g., Kannada, Tamil, Telugu, Marathi, Bengali, or Malayalam) is highly valued.

Written & Verbal Communication: Exceptional ability to articulate complex information clearly in writing. Must be confident, skilled, and empathetic when speaking directly with customers over phone calls.

Sentiment De-escalation: Proven capability to de-escalate volatile situations and turn negative customer sentiment into a positive or neutral stance through persuasive written responses and phone interactions.

Platform Knowledge: Deep familiarity with social media platforms (X.com, Facebook, Instagram, LinkedIn) and public review platforms (Google Listing Reviews, Play Store, Mouthshut, Trustpilot).

ORM & Listening Tools: Working knowledge of social media listening and engagement platforms such as Sprinklr, Locobuzz, Simplify360, Konnect Insights, or Kapture CRM.

Work Logistics: Flexibility and commitment to work from the office 2 days a week.

What We Offer

Opportunity to work with India's premier tech-enabled home interior brand.

High-ownership role with executive-level visibility and impact.

Dynamic, fast-paced work environment in a collaborative, growth-focused culture.

📌 ORM & Social Media Customer Success Representative (Bengaluru)
🏢 HomeLane
📍 Bengaluru