Community & Brand Reputation Specialist
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Job Description
Community & Brand Reputation Specialist at a mission-driven telehealth company. Ensuring brand reputation through customer engagement and problem resolution.
Responsibilities:
- Monitor and respond to customer feedback across BBB, Trustpilot, social media platforms, and Discord within 24 business hours (target: <12 hours)
- Craft empathetic, professional, HIPAA-compliant responses that address client concerns while maintaining Maximus's performance-driven brand voice
- Serve as the public face of Maximus customer care, setting the standard for how we engage with clients in visible forums
- Investigate service issues thoroughly and implement effective solutions including refunds, credits, and order expediting
- Guide clients through resolution processes with clear communication and follow-through
- Immediately escalate potential PR crises or viral negative posts to Operations Lead and Head of Marketing
- Provide regular sentiment trend reports highlighting patterns in customer feedback
Requirements:
- 3+ years of customer service or reputation management experience in healthcare, DTC wellness, telehealth, or other regulated industries
- Proven writing ability under pressure: empathetic, clear, professional tone that de-escalates conflict in public forums
- HIPAA compliance knowledge: Understanding of protected health information (PHI) requirements for public communication
- Track record managing public-facing brand reputation through reviews, social media responses, or community management
- Autonomous problem-solver: Comfortable making judgment calls with incomplete information and ambiguous situations
- Emotional intelligence: Ability to read between the lines of customer frustration and identify root causes
- Proficiency navigating multiple platforms: BBB, Trustpilot, social media management tools, Discord
- Experience with CRM systems and ticketing platforms for escalation tracking
- Strong documentation habits for identifying and communicating patterns
- Exceptional empathy paired with performance-driven mindset aligned with our client base
- Ability to translate customer frustration into actionable internal feedback without defensiveness
- Sound judgment distinguishing routine service recovery from crisis escalation scenarios
- Resilience handling emotionally charged interactions while maintaining professionalism
Benefits:
- Full Suite: Medical, Dental, Vision, Life Insurance
- Flexible vacation/time-off policies
- Liquidity of options whenever available
- Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)
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