Grievance and Social media escalations

Company Description NoBroker.com is India’s first Proptech unicorn and a brokerage-free property search platform that directly connects property owners with tenants and buyers. Founded in 2014 by alumni of IIT Bombay, IIT Kanpur, and IIM Ahmedabad, the company now serves over 3 million customers monthly across major Indian cities. Backed by leading global investors, NoBroker.com offers a wide range of real estate services, including verified property listings, rental agreements, home services, home loans, and society management solutions through NoBrokerHood. With a fast-growing team of over 2,000 professionals, the company promotes a merit-based, high-growth work culture with strong learning opportunities.
Role Description This is a full-time, on-site role based in the Greater Bengaluru Area for managing grievances and social media escalations. The role involves monitoring social media platforms and other public channels for customer complaints, queries, and brand mentions, and responding promptly with accurate, empathetic, and solution-oriented communication. The individual will coordinate with internal teams such as customer support, operations, and product to resolve issues, track resolution timelines, and ensure consistent follow-up with customers. Day-to-day responsibilities include documenting escalations, analyzing recurring issues, preparing reports on grievance trends, and suggesting improvements to processes and customer communication. The role also requires maintaining brand voice across social channels, supporting reputation management initiatives, and contributing to guidelines for handling sensitive or high-impact public interactions.
Qualifications
Strong skills in Social Media Marketing and Social Media Content Creation for handling public-facing communication and brand reputation.
Knowledge of Digital Marketing and Marketing principles to understand audience behavior and align grievance handling with brand strategy.
Excellent Communication skills, both written and verbal, to manage escalations clearly, professionally, and empathetically.
Experience in customer service, grievance redressal, or community management in a fast-paced consumer-facing environment.
Ability to analyze data from social platforms and support dashboards or reports on escalation patterns.
Strong problem-solving, conflict-resolution, and decision-making abilities with attention to detail and accountability.
Comfort working with social media management tools, CRM systems, and collaboration platforms.
Bachelor’s degree in communications, marketing, business, or a related field; relevant experience in proptech, e-commerce, or consumer internet product is an advantage.

Work arrangement
No