Online Reputation Manager

About the Position

We are looking for an Online Reputation Manager to join Roarbank, a digital banking platform launched by Unity SFB in cooperation with Fintech Farm. As our Online Reputation Manager, you will be responsible for monitoring, analyzing, and addressing customer feedback across various digital platforms to ensure our brand voice remains responsive, empathetic, and trustworthy.

About the Company

Roarbank is committed to becoming a leading consumer digital bank in India by delivering an outstanding user experience and robust banking solutions.

Responsibilities

• Monitor and respond to customer reviews, complaints, and inquiries on public platforms including App Store, Google Play, Facebook, Instagram, X (Twitter), YouTube, Reddit, Trustpilot, and others.
• Coordinate with Customer Support, Product, Legal, and Marketing teams to ensure fast and appropriate responses to sensitive or high-impact issues.
• Track emerging online sentiment trends, detect potential PR risks early, and escalate as needed.
• Generate weekly and monthly reputation performance reports; sentiment trends, top issues, response SLAs, and resolution success rate.
• Develop and maintain tone-of-voice guidelines tailored to different platforms and channels.
• Proactively build positive reputation through community interactions, influencer responses, and highlighting positive stories.
• Work with Mobile Product and Marketing teams to improve app review scores and ratings in stores.

Requirements

• 2-5 years of experience in online reputation management, social media customer care, or digital brand protection in banking or fintech.
• Strong knowledge of social media, app store ecosystems, and user-generated content moderation.
• Proven track record of managing public customer interactions in a regulated environment.
• Excellent written English and Hindi, with the ability to adapt tone across channels (friendly, professional, empathetic, assertive).
• Ability to multitask and prioritize across fast-moving customer situations.
• Hands-on experience with tools like AppFollow, Brandwatch, Sprout Social, or equivalent.
• Familiarity with escalation workflows and cross-functional coordination in high-growth environments.

Nice to Have

• Experience working with emerging markets or multi-language user bases.
• Crisis communication or PR background.
• UX/product feedback loop management from customer insights.
• Previous startup experience.

We Offer

• Opportunity to work with a leading digital banking platform.
• Be part of a mission to become a leading consumer digital bank in India.
• Collaborative and dynamic work environment.

Locations

• India

Employment Type

• Full-time

Experience Level

• Mid-Level