Job Description

What this role is
You'll protect and manage the company's online reputation. That means watching what people say about the brand, responding in a professional voice, flagging problems early, and supporting social media work.

What you'll do

Watch mentions, reviews, comments, and conversations on Reddit, Instagram, Facebook, TikTok, Google, BBB, and other platforms
Moderate user content to company and platform rules
Reply to questions, reviews, complaints, and comments in a consistent brand voice
Spot sensitive, damaging, fraudulent, or fast-escalating issues and alert the right people immediately
Help recover from negative reviews and resolve customer concerns
Write platform-specific replies that are accurate, professional, and on-message
Keep response templates, escalation steps, and moderation guidelines up to date
Track recurring complaints, misinformation, and reputation risks
Document conversations, replies, escalations, and outcomes
Report on sentiment, reviews, response times, common issues, and engagement
Coordinate with leadership, customer service, marketing, and legal on sensitive issues
Suggest content and messaging based on what people are saying online

What you need

2+ years in PR, reputation management, social moderation, community management, customer communications, or similar
Hands-on work on Reddit, Instagram, Facebook, TikTok, Google Reviews, and BBB
Experience answering negative reviews, complaints, and sensitive public comments
Strong writing, grammar, and editing
Ability to change tone by platform, audience, and situation
Good judgment about when to escalate

Job Tags

Immediate start

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