Responsibilities

• Own escalated reputation cases. Monitor and respond to reviews on Trustpilot and BBB, personally resolving sensitive or upset patient concerns within 24 business hours.
• Build the playbook. Design and continuously improve how public-facing feedback and complaints are handled org-wide — this function doesn't exist yet in its final form, and you'll be the one shaping it. Coach teammates on de-escalation and tone.
• Keep patient-facing channels consistent. Ensure tone, responsiveness, and quality are consistent across every point of public patient contact.
• Turn feedback into strategy. Track trends across Trustpilot and BBB, bring them to leadership, and drive toward a 4.5+ average rating across both platforms.

Requirements

• 1+ years handling escalated or difficult customer situations, with clear examples of de-escalating high-tension conversations and resolving them well
• Experience with review platforms (Trustpilot, BBB, or similar) or brand/CX reputation work is a strong plus
• Communicates clearly and calmly under pressure, especially with upset or sensitive patients
• Has built or meaningfully improved a support/service process from scratch — not just followed one
• Self-directed and energized by owning a function with real leadership visibility
• Spanish fluency preferred
• On-site in San Diego, Monday–Friday, 9:00 a.m.–5:30 p.m., with occasional evening/weekend flexibility. This role requires daily in-person collaboration with the Director of Patient Success and is not eligible for remote or hybrid work.

Benefits

• Flexible PTO
• On-site gym