Orm Executive (Social Media & Escalations)

Gokiwi Tech; Bengaluru; On-site; INR 360,000 - 600,000; Full time

Job summary

Gokiwi Tech is seeking a Customer Support professional to manage social media and email escalations from start to resolution. You will monitor public channels, respond empathetically, and escalate where needed to protect the brand both publicly and privately.

The role requires 1–2 years in customer service with escalation experience, strong English writing, and Hindi proficiency. It is a day-shift, office-based position in Bengaluru with a focus on fast, accurate problem-solving.

Qualifications

• 1 to 2 years in customer service, support, or service operations, with at least 1 year handling escalations or public-facing channels.
• Hands-on experience responding to customers on social media or app store reviews for a brand.
• Excellent written English with clear grammar and tone under pressure.
• Working proficiency in Hindi, including Hinglish
• Comfortable in office-based, cross-team collaboration environments.
• Experience with support platforms (Freshdesk, Zendesk, Sprinklr) preferred.

Responsibilities

• Monitor brand conversations across social channels and respond within defined turnaround times.
• Own customer escalations from first response to resolution, including private channel follow-ups.
• Coordinate with internal teams to identify root causes and closes issues.
• Document actions and resolutions so others can pick up cases.
• Share weekly summaries of volume and themes with leadership.

Skills

Customer service

Social media

Escalations

Written English

Hindi proficiency

Analytical thinking

Cross-functional collaboration

Tools

Freshdesk

Locobuzz

Social listening tools

Job description

Customer Support ORM Social Media & Escalations

About the Role

You will be the voice of Kiwi across two of our most visible and sensitive channels: social media and customer email escalations. When a customer posts a complaint publicly or an issue lands in your email escalation queue, you own it end to end, from first response to root cause to resolution. This is not a marketing role. It is a customer resolution role where speed, empathy, and precision protect the brand in public and rebuild trust in private.

Location: HSR, Bangalore, office-based

Experience: 1 to 2 years in Social Media support

Function: Social Media Customer Experience

Public channels: X, Instagram, LinkedIn, Facebook, Reddit, Play Store and App Store reviews

Private channels: Freshdesk, Locobuzz escalation queue

Employment type: Off-roll

Shift: Day, rotational

Work week: 6 days a week including weekends, with 1 rotational weekly off

Reports to: Manager, Customer Experience

What You'll Do:

Public channel response and monitoring

• Monitor brand conversations across X, Instagram, LinkedIn, Facebook, Reddit, and app store reviews, and respond to comments, DMs, and reviews within defined turnaround times.
• Handle public complaints to a clear pattern: acknowledge publicly, take the detail private, resolve, then close the loop visibly.
• Respond to Play Store and App Store reviews, with priority on low-star reviews describing a live product or money issue.
• Recognise which posts must not be answered independently, and route them to the approval path before replying.
• Track sentiment shifts and competitor activity in the fintech space, and flag emerging risks early rather than after they trend

Escalation ownership

• Own customer escalations on Freshdesk from first response to resolution, including cases that arrive through social channels.
• Write clear, accurate, professional responses that resolve the issue in as few interactions as possible.
• Identify root cause rather than applying a surface fix, and coordinate with internal teams and partner banks to close the underlying problem.
• Meet escalation closure targets without trading away quality or accuracy.
• Document the issue, the actions taken, and the resolution on every case, to a standard that someone else could pick up cold.

Cross-functional and incident coordination

• Partner with Comms, Incident Ops, Risk, Product, and Tech on high-stakes user issues, and raise an incident report early when the signal warrants it.
• Coordinate escalations that arrive through leadership, keeping owners, status, and next steps clear at all times.
• Know when to elevate, to whom, and how fast. Escalating early is not a failure; sitting on a live risk is.

Insight and improvement

• Share a weekly summary of social volume, recurring themes, and complaint patterns with leadership.
• Surface operational process gaps with supporting case evidence, and follow through on the fix.li>
• Build deep product and process knowledge across cards, loans, rewards, and payments.
• Use internal AI tools for drafting, summarising, and categorising, and adapt quickly as the tool stack changes.

How Public Responses Work:

• You will have standing authority to respond independently on routine matters, using approved language. Certain categories always route to the approval path before anything is posted:
• Anything referencing a partner bank, its policies, or its systems.
• Anything involving fees, charges, interest, or a refund commitment.
• Anything framed as a regulatory complaint, a legal threat, or media contact.
• Anything touching a live outage, a data or security concern, or suspected fraud.
• Anything from a verified journalist, an influencer, or a post already gaining traction.

Minimum Requirements:

• 1 to 2 years in customer service, support, or service operations, with at least 1 year handling escalations or public-facing customer channels.
• Hands-on experience responding to customers on social media or app store reviews for a brand.
• Excellent written English: correct grammar, clean structure, and control of tone under pressure. This is the primary screening criterion.
• Working proficiency in Hindi, reading and writing, including comfort with Hinglish as customers actually write it.
• Composure in difficult conversations, in a public thread with an audience and in a private email with an angry customer.
• Hands-on experience with a support platform (Freshdesk, Zendesk, Sprinklr, or similar) and a working understanding of how support and product systems fit together.
• Analytical and problem-solving ability, with a process-oriented approach and curiosity about how the product works.
• Attention to detail, held together with speed. Both, not one.
• Comfortable working in office with heavy cross-team collaboration.
• Willing to work rotational shifts, 6 days a week including weekends.

Preferred Qualifications

• Experience in fintech, credit cards, lending, or payments.
• Exposure to regulated complaint or grievance-handling processes and their timelines.
• Experience with a social listening tool (Locobuzz,Sprinklr, Sprout, Brand24, or similar).
• Proficiency in an additional Indian language beyond English and Hindi.

What This Role Is Not:

• Not a marketing, content, or community-growth role. You do not own the calendar or the creative.
• Not a queue-clearing role. Closing a ticket without closing the underlying issue does not count.
• Not a role where you improvise policy in public. Restricted categories go through approval, every time.
• Not remote or hybrid. This is an office-based role.
• Not a fixed Monday to Friday schedule. Weekends are when complaints peak, so weekends are part of the roster.