Brand Reputation Specialist (Remote)

Maximus Health, Inc.

2d•Remote

About The Position

We are seeking a Brand Reputation Specialist to serve as the front line of our public facing customer experience. This role monitors and responds to customer feedback across all reputation platforms: Better Business Bureau (BBB), Trustpilot, social media, and our Discord community to ensure every client interaction reinforces our commitment to premium service and effective problem resolution. This individual contributor role requires exceptional judgment, empathy, and communication skills. You'll be trusted to resolve service issues autonomously, maintain our brand voice in public forums, and turn frustrated clients into advocates through genuine problem solving. This is a critical role for protecting and elevating Maximus's reputation as we scale.

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

Responsibilities

Monitor and respond to all 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
Redirect all clinical or medical questions directly to the client's prescribing physician; this role will handle service issues only
Active participation in voice of customer discussions with internal cross functional stakeholders
Investigate service issues thoroughly and implement effective solutions including refunds, credits, and order expediting
Initially collaborate with manager to develop escalation recommendations; grow into autonomous decision-making authority
Guide clients through resolution processes with clear communication and follow-through
Request review amendments when issues are genuinely resolved (no pressure tactics or score negotiation)
Document resolution patterns and identify recurring friction points for cross-functional improvement
Immediately escalate potential PR crises or viral negative posts to Operations Lead and Head of Marketing
Flag systemic product, service, or operational issues to appropriate internal teams
Provide regular sentiment trend reports highlighting patterns in customer feedback
Maintain detailed case documentation for pattern recognition and continuous improvement

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)

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume