Online Reputation Executive

Frido; Pune District; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Flexible schedule

Weekend availability

Job summary

Frido, headquartered in Pune, seeks a social media customer support representative to engage with customers across platforms, resolve inquiries, and uphold a friendly, professional brand voice.

You will monitor channels, coordinate with marketing and support teams, and update FAQs. A bachelor's in Communications or related field and 1–2 years of social media customer support experience are required; weekend availability is a plus.

Qualifications

• Bachelor's degree in Communications, Marketing, Business Administration, or related field.
• 1-2 years of experience in social media management with customer support focus.
• Experience using social media management tools (e.g., Sprout Social, Hootsuite, Simplify 360).

Responsibilities

• Respond promptly to customer queries and comments on social media platforms.
• Engage in meaningful conversations to build brand loyalty.
• Address complaints, resolve issues, and escalate as needed.
• Follow up with customers to ensure satisfaction and resolution.
• Monitor brand mentions and gather insights to inform content strategies.
• Collaborate with marketing to maintain consistent tone and voice.
• Update FAQs and canned responses with latest information.

Skills

Social media management

Customer support

Proactive calling

Written communication

CRM tools

Empathy

Education

Bachelor's degree in Communications/Marketing

Tools

Sprout Social

Hootsuite

Simplify 360

Job description

Founded in 2015 and headquartered in Pune, Frido is a leading ergonomic comfort and wellness

brand dedicated to helping people walk, sit, and sleep better. Starting with mobility aids, Frido has

evolved into a holistic comfort brand offering footwear, cushions, pillows, and ergonomic

accessories designed to enhance everyday well-being. With

Innovation at its core, Frido blends science, design, and technology to create products that bring comfort to every step and moment of life.

Our Vision - Redefining Comfort for Modern Living

Job Summary:

We are seeking an enthusiastic and customer-focused Social Media Customer Support Representative to join our team. In this role, you will be responsible for engaging with customers across various social media platforms, addressing inquiries, resolving issues, and ensuring customer satisfaction. You will act as the voice of the brand, maintaining a professional and empathetic tone in all interactions while providing timely and accurate assistance.

Key Responsibilities:

• Respond promptly to customer queries and comments on social media platforms, including but not limited to Facebook, Twitter, Instagram, LinkedIn, and YouTube.
• Engage in meaningful conversations with customers to build strong brand loyalty.
• Comfortable calling the Customer.
• Address customer complaints, resolve issues, and elevate complex cases to the appropriate teams when necessary.
• Follow up with customers to ensure their concerns are fully resolved.
• Monitor social media channels for mentions of the brand, customer feedback, and emerging issues.
• Work closely with the marketing team to maintain a consistent tone and voice across all communications.
• Share insights on trending topics or recurring questions to inform content strategies.
• Maintain up-to-date knowledge of company products, services, and policies to provide accurate assistance.
• Update FAQs and canned responses to reflect the latest information.
• Handle high-pressure situations involving negative feedback or brand reputation threats with professionalism and tact.
• Collaborate with the PR and customer support teams to manage crises effectively.

Qualifications:

• Bachelor's degree in Communication, Marketing, Business Administration, or a related field.
• 1-2 years of experience in social media management - strictly customer support, or a related role. Comfortable calling customers proactively.
• Experience using social media management tools (e.g., Sprout Social, Hootsuite, Simplify 360, etc.).
• Exceptional written communication skills with a focus on grammar, tone, and clarity.
• Strong problem-solving abilities and the capacity to think on your feet.
• Familiarity with social media platforms and their best practices.
• Empathy, patience, and a customer-first attitude.

Preferred Skills:

• Proficiency in analytics tools to measure customer sentiment and engagement metrics.
• Experience with CRM or helpdesk software (e.g., Salesforce, Simplify 360).
• Knowledge of brand reputation management and crisis response strategies.

Working Hours:

• Flexible schedule, including weekends and holidays, as required by business and social media activity.

Key Performance Indicators (KPIs):

• Resolution rate and time.
• Customer satisfaction (CSAT) scores.
• Engagement rate on social media platforms.

Nice to Have:

• Exposure to hiring across business.
• Experience coordinating with founders or senior leadership.