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Location: MIDC, Andheri East, MumbaiEmployment Type: Full-Time (contract)Work Schedule: 5 Days a Week (Rotational Offs)Process Timings: Rotational shifts, including night shiftsShift: 9-Hour Shift (Including 1-Hour Break)Remuneration - As per industry standards and experienceCompensation: Competitive salary based on industry standards and experienceAbout WhizCrowWhizCrow is a global Brand Authority Management agency with operations in India, the UAE, and the US. We help businesses establish a powerful digital presence, manage their reputation, and drive customer engagement through strategic marketing solutions. Our expertise spans multiple industries, delivering innovative, results-driven strategies that help brands maintain credibility and visibility in a competitive digital landscape.About the RoleWe are looking for an experienced Senior ORM Executive to join our global team and play a critical role in monitoring, managing, and enhancing our clients' online reputation across digital platforms. This position combines strategic reputation management with hands-on customer support, requiring you to engage with international customers via email, chat, social media, and other online channels.The ideal candidate is tech-savvy, adaptable, and quick to learn new systems, while managing multiple tasks efficiently in a dynamic, fast-paced environment. Prior experience in customer support or trust and safety for international brands within Sports Management, D2C, Broadcasting/Streaming, Telecom, ISP or related technology sectors is essential.You will take ownership of resolving customer challenges and technical issues across multiple channels, ensuring our clients receive timely, professional, and effective support. Strong communication skills and attention to detail are crucial.This role requires excellent written English communication skills, attention to detail, and the ability to effectively engage with global customers while maintaining brand integrity and customer satisfaction.Key Responsibilities- Monitor, connect, converse, engage, and enhance the brand's online reputation across social media platforms and review sites. Manage customer queries and issues via email, chat, and social media with accuracy and professionalism. - Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using related monitoring tools - Diagnose and resolve technical issues related to client services, providing clear troubleshooting steps. - Document all customer interactions, solutions, and reputation-related incidents comprehensively - Collaborate with internal teams to handle escalations or complex technical challenges. - Drive customer satisfaction while meeting SLAs for response and resolution time. - Offer multilingual support, if applicable, to enhance customer experience. - Use Google Docs, Excel/Sheets, and Google Slides to analyse response metrics and present basic reputation reports - Complete reports, documentation, and any other related tasks that are assigned from time-to-time by the management team. - Maintain and circulate daily, weekly and monthly ORM reports to internal departments for information and further actionRequirements- Minimum 3-5 years of hands-on experience in customer support, including email, chat and other online channels. - Prior experience in technical troubleshooting (preferably in ISP, Telecom, or similar industry). - Excellent command of English, being able to communicate both verbally and in writing. - Ability to learn new technologies quickly, adapt to evolving processes, and multitask under pressure. - Customer-centric approach with an emphasis on empathy, efficiency and providing resolution. - Strong ability to learn new technologies quickly and adapt to evolving processes - Proven multitasking abilities and the capability to work effectively under pressure - Customer-centric approach with emphasis on empathy, efficiency, and resolution - Strong analytical skills with attention to detailWhy Join WhizCrow?- Work with a leading Brand Authority Management agency with a global presence. - Opportunities for career growth and continuous skill development. - Competitive salary and performance-based incentives. - A collaborative and dynamic work environment. - Exposure to international clients and multilingual customer engagement opportunities. - Health Insurance Cover - Cross-Project Exposure - Skill Training WorkshopsReady to Protect and Enhance Brand Reputations?If you're passionate about managing online reputations, resolving customer challenges, and making a positive impact on brand perception in the digital world, we want to hear from you!Apply now by submitting your resume that highlights your customer support experience, technical troubleshooting skills, and language proficiency.Email: careers@