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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