Online Reputation Manager
Aviaseales has 20 million users, and it's important for us that their trips go as planned. And if something goes wrong, it's important for us to hear from people on time.
We are looking for a PR person to join our team who will monitor what's happening around Aviaseales in the public sphere: in social networks, comments, stores, and other places where users share their experiences. You will need to notice important signals, understand the context, involve the right teams, and help bring issues to resolution.
What needs to be done
- keep a finger on the pulse of what users are saying about Aviaseales in the public sphere: in social networks, chats, comments, thematic communities;
- monitor brand mentions using special tools, notice important signals, and escalate them to the user support team or other teams in a timely manner;
- ensure that user cases are not lost after escalation: check their status, follow up for updates, and help bring issues to resolution;
- work with feedback in external channels: engage in communication if necessary, notice recurring issues, and pass them on to teams to improve user experience.
What we expect from you
- experience working with public feedback in external channels;
- experience in user support or community management: you understand how ticket systems, escalations, and SLAs work;
- experience with monitoring tools like Brand Analytics, YouScan, Medialogia, or the readiness to quickly get acquainted with them;
- literate written communication and the ability to quickly, calmly, and to the point formulate responses for different platforms and formats;
- basic understanding of PR and reputational risks: where a normal negative review is, and where a situation that is better to quickly highlight to the team.
How we work
- remotely or in one of our Russian offices;
- no bureaucracy: comfortable, healthy processes, horizontal and open communication, quick discussion of ideas and decision-making;
- we compensate: voluntary medical insurance, psychotherapy or foreign languages, sports activities, and sick leave.
