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PayRange is seeking an Online Reputation Manager to lead online reputation management, social listening, and digital community engagement efforts. This role shapes how PayRange is perceived across social media, online communities, review platforms, and other digital channels.
You will monitor conversations about PayRange across Reddit, Discord, Facebook, Instagram, YouTube, TikTok, X, Google Reviews, and LinkedIn. You'll engage with customers and stakeholders, identify emerging trends, assess reputational risks, and ensure feedback reaches the teams best positioned to address it. This highly collaborative role works across Marketing, Customer Service, Customer Experience, Sales, Operations, Product, and company leadership.
Key responsibilities include:
- Social listening and brand monitoring: Track brand mentions, customer feedback, sentiment, and emerging trends across digital channels. Identify potential reputational risks before escalation and implement monitoring systems.
- Online community engagement: Manage day-to-day customer interactions across channels. Respond to comments, questions, reviews, and direct messages professionally and empathetically. Develop response guidelines and escalation procedures.
- Online reputation management: Own PayRange's reputation program. Develop strategies for addressing negative sentiment, complaints, and misinformation. Coordinate with internal teams on escalations and maintain crisis-response playbooks.
- Customer and consumer insights: Translate online conversations into actionable business insights. Identify recurring questions, complaints, and unmet needs. Prepare Voice of the Customer reports and present findings to leadership.
- Brand presence and content collaboration: Partner with Marketing to maintain consistent brand presence. Share audience insights to inform social media strategy and content development.
- Crisis monitoring and escalation: Establish criteria for identifying high-risk conversations. Monitor fast-developing issues and coordinate appropriate responses. Conduct post-incident reviews.
- Reputation analytics and executive reporting: Develop monthly reputation reporting packages with dashboards tracking brand perception, engagement effectiveness, customer concerns, and emerging risks. Present key performance indicators and trends to leadership.
Requirements:
- Experience in online reputation management, social media management, community management, customer experience, digital communications, public relations, or related field
- Excellent written and verbal communication skills with ability to adapt tone to different audiences
- Experience monitoring and engaging with online communities, customer reviews, and social media conversations
- Strong judgment and ability to handle sensitive, emotionally charged conversations professionally
- Demonstrated ability to identify patterns, interpret feedback, and translate observations into actionable recommendations
- Strong organizational skills to manage multiple platforms, conversations, and priorities simultaneously
- Experience preparing reports, analyzing performance metrics, and presenting insights to stakeholders
- Ability to collaborate effectively with cross-functional teams
- Proactive, detail-oriented approach with strong accountability and ownership
- Sound discretion when handling sensitive information
Preferred qualifications:
- Experience with social listening, online review management, or reputation monitoring platforms
- Familiarity with analytics and dashboard tools for tracking sentiment, engagement, 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 on recurring issues
- Experience in technology, payments, consumer services, or customer-facing businesses
