Responsibilities

• MANAGE ONLINE REVIEWS AND COMMUNITIES
• Respond to customer reviews and comments across Google Business Profile, Trustpilot, ConsumerAffairs, Better Business Bureau, Yelp, and Reddit
• Monitor and reply to comments on client social media channels
• Write clear, on-brand responses that acknowledge feedback and resolve concerns where possible
• Handle negative or sensitive reviews with professionalism and composure
• ORGANIZATION & COLLABORATION
• Monitor assigned platforms regularly so customers receive timely responses
• Follow each client's brand voice and response guidelines
• Escalate urgent or complex issues to the appropriate team members
• Provide monthly reporting on review/social commentary traffic and customer sentiment

Requirements

• JOB REQUIREMENTS
• BA/BS in Marketing, Communications, Journalism, or other related field
• 1-2 years of relevant experience
• Customer service experience, such as retail, hospitality, or other customer-facing roles
• Able to work on-site in our Raleigh office three days per week
• Strong writing skills with a sharp eye for tone, grammar, and brand voice
• Good judgment and composure when responding to frustrated customers
• Familiarity with review platforms and online communities, including Reddit
• Highly organized, with the ability to manage multiple clients and platforms at once