Online Reputation Management – YouTube & Instagram Community Manager

About the role

Qi Spine Clinic’s YouTube and Instagram channels receive a high volume of comments and direct messages from people experiencing back and neck pain. Each interaction is a potential patient, and the clinic needs a dedicated professional to ensure every comment is answered promptly and correctly.

Key responsibilities

• Monitor and respond daily to all comments on YouTube and Instagram (posts, Reels, Shorts).
• Use the approved response library for routine questions and escalate clinical or complaint‑type comments to the appropriate internal owner.
• Route high‑intent enquiries (appointments, locations, pricing) to the contact centre with full context.
• Moderate spam, abuse, and off‑brand comments according to guidelines.
• Track weekly comment themes, identify common questions, and share insights with the content team.
• Maintain a simple daily log of comment volume, response times, and leads routed.

Required profile

• Hands‑on experience managing comments/DMs on YouTube and Instagram for a brand, creator, or personal account with a real audience.
• Comfortable working in YouTube Studio and Instagram/Meta Business Suite.
• Excellent written English; Hindi or regional Indian languages are a plus.
• Strong judgement on when to answer directly versus when to escalate.
• Consistent availability, including occasional weekend coverage.

Required skills

• YouTube Studio
• Instagram/Meta Business Suite