CX Online Reputation Specialist

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

All of our positions are fully remote. You do not have to relocate to join us!

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

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Interview with a senior manager in CX
5. Prior employment verification check 

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere
• unlimited personal time off (minimum 4 weeks)
• quarterly company-wide day off for self care
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

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