Online Brand Reputation Manager

Responsibilities

• 1. Social Listening and Brand Monitoring
• Monitor conversations about PayRange, its products, services, brand, and relevant stakeholders across social media, online communities, review platforms, and other digital channels, including Reddit, Discord, Facebook, Instagram, YouTube, TikTok, X, Google Reviews, and LinkedIn.
• Track brand mentions, customer feedback, sentiment, recurring questions, complaints, praise, and emerging trends.
• Identify potential reputational risks and developing issues before they escalate.
• Analyze changes in public perception and identify opportunities to strengthen brand trust.
• Implement and maintain social listening tools, monitoring systems, and workflows.
• Provide timely updates on significant conversations, trends, and potential risks.
• 2. Online Community Engagement
• Manage day-to-day engagement with customers and community members across relevant online channels.
• Respond to comments, questions, reviews, mentions, and direct messages in a timely, professional, empathetic, and brand-aligned manner.

Requirements

• Experience in online reputation management, social media management, community management, customer experience, digital communications, public relations, or a related field.
• Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different audiences and situations.
• Experience monitoring and engaging with online communities, customer reviews, social media conversations, or other public-facing digital channels.
• Strong judgment and the ability to handle sensitive, emotionally charged, or potentially high-risk conversations professionally.
• Demonstrated ability to identify patterns, interpret feedback, and translate observations into actionable recommendations.
• Strong organizational skills and the ability to manage multiple platforms, conversations, priorities, and follow-ups simultaneously.
• Experience preparing reports, analyzing performance metrics, or presenting insights to stakeholders.
• Ability to collaborate effectively with cross-functional teams and build productive working relationships.
• A proactive, detail-oriented approach with a strong sense of accountability and ownership.
• Sound discretion when handling sensitive information and reputational concerns.

Preferred

• Preferred qualifications
• Experience with social listening, online review management, or reputation monitoring platforms.
• Familiarity with analytics and dashboard tools used to track sentiment, engagement, response performance, and customer feedback.
• Experience developing customer response guidelines, escalation procedures, or crisis communications plans.
• Experience working with customer support, product, operations, marketing, or executive teams to resolve recurring customer issues.
• Experience in a technology, payments, consumer services, or other customer-facing business.