Online Reputation Management

Social Media Community Management — YouTube & Instagram

At Qi Spine Clinic

About the role Our YouTube and Instagram channels get a high volume of comments and DMs from people dealing with back and neck pain. Every one of those is a potential patient — and right now, some go unanswered. You'll own the comment section end to end: replying, routing genuine enquiries to our booking team, and flagging anything sensitive.

What you'll do

· Monitor and respond to all comments on YouTube and Instagram (posts, Reels, Shorts) daily

· Answer routine questions using our approved response library; escalate clinical or complaint-type comments to the right internal owner

· Route high-intent enquiries (people asking about appointments, locations, pricing) to the contact centre with the right context

· Moderate spam, abuse, and off-brand comments per our guidelines

· Track comment themes weekly — what people keep asking, what confuses them, what content triggers the most enquiries — and share it with the content team

· Maintain a simple daily log of volume handled, response times, and leads routed

KPIs

· Zero unanswered comments on YouTube and Instagram — this is the primary metric

· Response within 24 hours (ideally same-day) on all comments

· Number of qualified enquiries routed to the booking team per week

· Accuracy: no unapproved medical claims or advice in any public reply

What we're looking for

· Hands-on experience managing comments/DMs on YouTube and Instagram — either for a brand, a creator, or your own account with real audience

· Comfortable inside YouTube Studio and Instagram/Meta Business Suite

· Clear, warm, correct written English; Hindi is a plus (Marathi/Telugu/Kannada even better)

· Judgement about what to answer and what to escalate — this is the skill that matters most

· Available consistently, including some weekend coverage (comment volume doesn't stop on Saturday)

How to apply Send your CV to [[HIDDEN TEXT]] with a short note on which accounts you've handled and roughly what comment volume you're used to.