Communications Operations Specialist

IONNA LLC•Raleigh-Durham, NC, NC

10h•Onsite

About The Position

IONNA is looking for a highly organized, customer-obsessed Communications Operations Specialist to own the day-to-day health, accuracy, and responsiveness of IONNA’s customer-facing review/feedback platforms, including PlugShare, Google reviews, social media, and other site-level digital channels. This role is responsible for ensuring that every customer comment, review, submitted photo, and site-level listing is properly set up, reviewed, responded to, and actioned appropriately. The ideal candidate understands that public feedback platforms are key operational tools that directly impact driver trust, site quality, network reputation, and the overall IONNA charging experience. The Communications Operations Specialist will ensure IONNA’s digital site presence is accurate, current, and reliable. The mission of this role is to protect and improve IONNA’s public driver experience by ensuring every site is represented accurately online, every customer review is handled professionally, and every actionable customer insight is routed to the right team for resolution.

Requirements

A minimum of 2 years of experience in customer operations, communications operations, digital platform management, customer support, social media operations, field operations coordination, or a similar role.
Strong written communication skills with the ability to respond to customers in a professional, concise, and brand-appropriate tone.
High attention to detail and the ability to spot inaccurate site information, inconsistent platform data, or incomplete customer feedback records.
Strong organizational skills with the ability to manage a high volume of reviews, comments, photos, listings, and follow-up tasks.
Experience working in a fast-paced operations environment where issues must be triaged, routed, and resolved quickly.
Strong sense of ownership and follow-through.
Proficiency with Google Business Profile, PlugShare, Salesforce Service Cloud, social listening tools, customer support platforms, or review management tools.
Ability and willingness to work Weekends to support event driven system changes.
This role requires a full-time onsite presence in Durham, NC.
U.S. citizens or lawful permanent residents (green card holders) who do not require current or future visa sponsorship of any sort.

Nice To Haves

The ideal candidate is a detail-oriented operator who understands that every public review is both a customer interaction and a data point.
They are comfortable living in the details, but they also know how to ladder those details up into meaningful trends and operational action.
They take pride in ensuring that customers see accurate information before they arrive, receive a thoughtful response when they provide feedback, and experience real improvements when they identify an issue.
They are proactive, organized, and comfortable holding internal teams accountable to the customer experience.
This person has a bias for action, a strong customer-first mindset, and the ability to turn feedback from PlugShare, Google, and other platforms into measurable improvements across the IONNA network.

Responsibilities

Maintain accurate PlugShare, Google, IONNA website site-level account information across all active and upcoming IONNA locations.
Ensure each site listing reflects accurate location details, hours, charger availability, connector information, amenity access, parking notes, pricing references where applicable, and support instructions.
Manage our 3rd party photo service to ensure the photography and proper uploading of site photos to the relevant platforms.
Manage our 3rd party vendor to ensure the proper set up of google sites and adherence to SLAs.
Set up all sprout/google connections into salesforce for efficient feedback escalations.
Audit individual site accounts on a recurring cadence to identify inaccurate, missing, outdated, or inconsistent information.
Update listings when sites open, change status, experience known issues, or receive new amenities.
Monitor customer-submitted edits, suggested changes, photos, and comments for accuracy and appropriateness.
Escalate and resolve any incorrect or misleading third-party platform information that could negatively impact driver experience or brand trust.
Partner with Tier 1, Tier 2 Technical Support, Field Service, Facilities, and Comms to ensure responses accurately reflect the status of known site, charger, payment, access, or amenity issues.
Work with Plugshare and Google to ensure accurate scoring and reviews are present on our locations.
Help maintain consistent response language and tone across all review channels while preserving enough specificity to address each customer’s concern.
Audit 3rd party navigation and OEM app’s to ensure all locations are accurate and matching the actual status of the IONNA charging stations.
During special pricing or onsite campaigns, execute the deployment of pricing in our station mgmt. system as well as deploy the bulk pricing image changes to all charging stations.
Deploy event based images across each site’s platform page.