SERM / ORM Specialist

INFOBUS is one of the leaders in online sales of bus, railway, and airline tickets. We help millions of people around the world travel comfortably and affordably by providing high-quality service at every stage of interaction with our brand.
Our marketing team is currently looking for an independent and experienced SERM / ORM Specialist. You will work under the guidance of our Brand Manager and together shape how our product is perceived by customers across the Ukrainian and European markets, with the opportunity to improve it based on customer feedback.
You will not need to manually process hundreds of comments and reviews every day. Your key responsibility will be to systematize monitoring processes and effectively coordinate the Customer Service team, which acts as the main executor of review responses.
 
What You’ll Be Doing:

• Building a monitoring system from scratch: selecting, configuring, and implementing tools for automated brand mention monitoring across international markets.
• Coordinating customer service: developing clear guidelines, scripts, and response templates for support agents, as well as training the team on the company’s Tone of Voice principles.
• Quality Assurance (QA): regularly auditing customer service performance on key platforms (Trustpilot, Google Maps, App Store, Google Play) and jointly maintaining high app ratings.
• Managing reputation risks: independently handling complex or crisis-related cases and officially disputing fake or policy-violating reviews on external platforms.
• SEO synergy: closely collaborating with the SEO Team Lead to plan crowd-marketing campaigns and manage search engine results for reputation-related queries.
• Data analytics: tracking rating dynamics, sentiment analysis, and preparing regular reports with insights for product and marketing teams.
   

Our Expectations:

• 3+ years of experience in SERM / ORM (either within a B2C product company or a digital agency).
• English level B1 (Intermediate) or higher.
• Strong understanding of monitoring systems market and the ability to justify software/tool selection based on business needs.
• Practical experience in official communication with international platforms’ support teams (primarily Trustpilot and Google) regarding the removal of reviews that violate platform policies.
• Experience in creating processes, guidelines, and instructions, as well as coordinating employees responsible for review management.
• Understanding of basic SEO and crowd-marketing principles.
   

Will Be a Plus:

• Experience in Travel or Ecommerce projects.
• Experience working with multilingual brands and campaign localization.
   

 What We Offer:

• Competitive compensation package (fixed salary + KPI + bonuses).
• Fully remote work format with a flexible schedule in a remote-first company.
• A culture that encourages experiments and testing — we trust your expertise.
• A professional, young, and ambitious team ready to support you at every stage.
• Freedom of action: if you can logically justify your decision, we will provide the resources needed for implementation.

Interested in the opportunity? Send us your CV!