What this job can offer you
- This is an exciting time to join Remote and make a personal difference in the global employment space as an Online Reputation Specialist, joining our Customer Experience Department, specifically the CX Response & Evolve team. As a member of this team, you'll be part of a group focused on change management, incident response, and product improvements.
- We seek a proactive and detail-oriented professional who can manage and enhance our online reputation across various platforms. Your role will involve monitoring review sites, responding to customer feedback, and collaborating with internal teams to address concerns. The focus is to maintain a positive brand image, improve customer satisfaction, and ensure clear and trustworthy communication during negative experiences and escalations
What you bring
- Excellent communication skills, both written and verbal, with the ability to craft responses that align with brand voice.
- Analytical skills to monitor trends, identify issues, and make data-driven decisions.
- Ability to work cross-functionally with teams to resolve issues and implement strategies.
- Experience with reputation management tools and social media platforms.
- Knowledge of SEO and its impact on online reputation
- Proactive, with a strong sense of urgency and the ability to work independently.
- Customer-centric mindset with a passion for enhancing customer satisfaction.
- Writes and speaks fluent English
- It's not required to have experience working remotely, but considered a plus
Key Responsibilities
- Actively monitor key review platforms (e.g., TrustPilot, G2, Capterra, Twitter, etc.) for new reviews and respond promptly and professionally to both positive and negative reviews, reflecting the company’s values and tone.
- Quickly address and neutralize negative publicity or reviews that could harm the brand.
- Engage with dissatisfied customers to address concerns and collaborate with internal teams to resolve issues, aiming to transform negative experiences into positive outcomes while protecting the brand's reputation.
- Design and implement campaigns to encourage satisfied customers to leave positive reviews.
- Analyze review trends and provide regular reports to leadership on key metrics, sentiment analysis and provide insights to improve customer experience
- Work closely with CX R&E team to identify areas of improvement based on review feedback and work with relevant teams to implement changes.
- Identify and engage with customers on social media and other online platforms to amplify positive feedback and foster a positive brand image.
- Work with marketing to develop content and strategies that promote positive customer experiences and improve overall online reputation.
- Develop and implement strategies for managing and mitigating potential online reputation crises.
Practicals
- You'll report to: Manager of the CX Response & Evolve
- Team: Customer Experience - CX Response & Evolve
- Location: For this position we welcome everyone to apply, but we will prioritize applications from time zones in EMEA
- Start date: As soon as possible
Remote Compensation Philosophy
Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
The base salary range for this full-time position is $21,550 is to $48,500. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.
Application process
- Interview with recruiter
- Interview with future manager
- Interview with team members (no managers present)
- Interview with a senior manager in CX
- Prior employment verification check
