Community & Brand Reputation Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
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)
Similar Jobs
Community & Creator Programs Lead
Community & Creator Programs Lead managing and scaling Firecrawl's community programs. Building relationships with developers and influencers to drive growth.
Senior Community Engagement Manager
Senior Community Engagement Manager leading outreach and training efforts for Velsera platforms in the research community. Facilitating workshops and engaging researchers for user success.
Community Programs Manager
Community Programs Manager creating community engagement strategies for Cribl products. Fostering user interactions and driving product adoption through events and initiatives for diverse audiences.
Principal Grant Specialist – Brownfields & Community Revitalization
Remote Principal Grant Specialist at Montrose providing expertise in brownfield redevelopment and grant management. Leading initiatives across the Southeastern U.S. with flexible scheduling.
Community Moderator – Malayalam
Community Moderator responsible for audio & video conversations integrity, ensuring compliance with guidelines. Engage with users to promote a safe and positive environment on the platform.
Community Guide
Community Guide responsible for driving revenue and market share for Zippy's portfolio of partners. Building long-term relationships to enhance loan applications and funded loans.
Community Engagement Manager
Manager, Community Engagement at Care Access leading strategy and operations to advance study recruitment. Coaching and managing Community Engagement Partners while ensuring equitable community outcomes.
Community Experience Coordinator
Community Experience Coordinator at Statusphere managing creator relationships through thoughtful gifting experiences. Supporting creator engagement and brand loyalty initiatives within an influencer marketing tech platform.
Community Manager
Community Manager engaging with players across Reddit and Discord for Ruby Labs. Responsible for managing online discussions and building community relationships.
Community Manager
Chillitas Community Manager managing brand voice across social platforms for a fruit-forward beverage. Engaging with Latino/Mexican-American cultures and trends to build community.
Community Marketing Manager
Community Marketing Manager connecting community strategy with developer engagement and managing programs for growth. Working closely with marketing teams while traveling to events and running meetups.
Criminal Justice Community Liaison
Community Liaison developing and maintaining referral relationships for Pyramid Healthcare in addiction and mental health services. Collaborating with marketing and client programs in designated regions.
Director, Patient and Community Educators
Director of Patient and Community Educators at Cogent Biosciences, shaping patient engagement strategy for rare disease therapies. Leading a team of Patient Educators and optimizing education frameworks.
Regional Director, Community Liaison – Northwest Region
Regional Director, Community Liaison managing relationships with HIV/AIDS advocates for Gilead. Leading a team to identify and address advocacy issues and strategies across the Northwest region.
Regional Director, Community Liaison
Regional Director Community Liaison at Gilead managing HIV advocacy relationships and leading a sales team. Driving strategic partnerships and ensuring adherence to compliance in healthcare.
Sales and Community Growth Coordinator
Sales & Community Growth Coordinator managing client communication and marketing for Assist World. Focused on enrollment support and Instagram marketing strategies.
Community Engagement Lead
Community Engagement Lead connecting diverse audiences with mental health services at Kooth. Engaging and inspiring young people and local stakeholders through outreach initiatives and events.
Vice President of Community Sales
VP of Community Sales driving growth in telepsychiatry solutions for community behavioral organizations. Leading strategy and execution to improve access, quality, and impact in underserved communities.
Head of Community – Growth
Lead community and growth efforts for DreamForge, an AI gaming platform. Manage social media, user acquisition, and community engagement strategies.
Community Liaison
Community Liaison for Gilead's HIV franchise managing community initiatives and partnerships. Focused on improving access to HIV treatment and information to diverse patient populations.