We are looking for an experienced Reputation Management Expert to take full ownership of the online reputation of our direct-to-consumer and subscription-based brands.

This is not a general customer service or social media position. We need someone who understands how reputation directly affects conversion rates, subscription retention, customer lifetime value, payment processing stability, and overall brand growth.

The ideal candidate has hands-on experience managing reputation for high-volume ecommerce brands, particularly businesses operating with recurring subscriptions. You should understand the unique challenges surrounding subscription complaints, billing disputes, refund requests, cancellation experiences, shipping concerns, product expectations, and negative customer sentiment.

This is a full-time, long-term position for someone who is proactive, analytical, highly organized, and capable of building a complete reputation management system from the ground up.

Key Responsibilities

Review Platform Management

- Manage and improve brand reputation across Trustpilot, Google Reviews, Better Business Bureau, Facebook, Amazon, Reddit, and other relevant platforms.
- Monitor new reviews and mentions daily.
- Write professional, personalized, and brand-appropriate responses to positive and negative reviews.
- Escalate urgent or high-risk complaints to the appropriate internal team.
- Identify suspicious, inaccurate, misleading, or policy-violating reviews and submit removal requests.
- Build compliant systems for generating more verified and authentic customer reviews.
- Maintain strong response times and consistent communication standards across every platform.

Subscription Reputation Management

- Identify recurring complaints related to subscriptions, renewals, cancellation policies, refunds, billing descriptors, shipping delays, and customer expectations.
- Work with customer service, retention, operations, and marketing teams to address the root causes of negative feedback.
- Analyze why subscription customers become dissatisfied and recommend improvements to the customer journey.
- Help improve cancellation flows, billing communication, renewal reminders, refund processes, and post-purchase education.
- Flag reputation issues that may increase chargebacks, payment disputes, processor risk, or customer churn.

Search Reputation Management

- Monitor branded search results, including searches such as “[Brand Name] reviews,” “[Brand Name] scam,” and other high-intent reputation-related terms.
- Develop strategies to improve the quality of the first page of Google for branded searches.
- Coordinate the creation and promotion of positive, accurate, and trustworthy brand assets.
- Identify negative articles, discussions, review pages, and search results that may negatively affect customer acquisition.




- Collaborate with SEO, content, public relations, and outreach teams to strengthen branded search visibility.
- Support content removal, suppression, correction, or de-indexing efforts when appropriate.

Reddit and Community Reputation
- Monitor Reddit, forums, Facebook groups, and online communities for brand mentions and emerging complaints.
- Identify conversations that may influence purchasing decisions or damage brand trust.
- Develop authentic and platform-appropriate response strategies.
- Escalate serious allegations, misinformation, product safety concerns, or viral complaints immediately.
- Coordinate with internal teams to ensure public responses are accurate and consistent.
- Help build legitimate positive brand sentiment without using spammy or deceptive tactics.

Customer Complaint Resolution

- Investigate high-priority complaints and coordinate resolutions with customer service and operations.
- Communicate directly with dissatisfied customers when necessary.
- Turn negative customer experiences into positive outcomes whenever possible.
- Create clear escalation procedures based on complaint severity, financial risk, and potential reputational impact.
- Maintain detailed records of complaints, resolutions, response times, and outcomes.
- Identify opportunities to recover customers, prevent cancellations, and reduce negative reviews.

Reporting and Reputation Strategy

- Build and maintain a centralized reputation management dashboard.
- Track review volume, average ratings, response times, removal rates, complaint categories, sentiment, and resolution rates.
- Report weekly on major reputation risks, improvements, trends, and recommended actions.
- Conduct regular reputation audits for each brand.
- Identify operational or marketing issues that are creating repeated customer complaints.
- Develop standard operating procedures, response templates, escalation workflows, and crisis management plans.
- Prepare action plans for sudden increases in negative reviews, viral posts, product complaints, or public criticism.

Required Experience

- At least three years of experience in online reputation management, customer experience, community management, or a closely related role.
- Direct experience working with direct-to-consumer ecommerce brands.
- Experience working with subscription or recurring-revenue businesses.
- Robust understanding of Trustpilot, Google Reviews, BBB, Reddit, Facebook,



and other review or community platforms.
- Experience responding to complex customer complaints professionally and diplomatically.
- Understanding of ecommerce operations, refunds, returns, subscriptions, chargebacks, fulfillment, and customer retention.
- Strong written English and the ability to communicate with empathy while protecting the brand.
- Ability to analyze customer feedback and identify broader operational problems.
- Experience creating reports, dashboards, workflows, and standard operating procedures.
- Strong judgment when handling sensitive, confidential, or potentially damaging situations.

Preferred Qualifications
- Experience with supplement, health, wellness, beauty, or other high-volume direct-response brands.
- Experience working with brands processing a high volume of monthly orders.
- Knowledge of SEO and branded search reputation strategies.
- Experience with review removal, content suppression, public relations, or crisis communications.
- Familiarity with chargeback prevention and payment processor risk.
- Experience using customer service and reputation tools such as Gorgias, Zendesk, Trustpilot, Google Business Profile, Slack, ClickUp, and Google Sheets.
- Experience managing multiple brands simultaneously.

What Success Looks Like Success in this role will be measured by:

- Improvements in average review ratings.
- Faster response times across review platforms.
- Higher resolution rates for negative customer experiences.
- Increased volume of legitimate positive reviews.
- Reduction in recurring subscription-related complaints.
- Reduction in negative branded search results.
- Successful removal of policy-violating or fraudulent reviews.
- Lower complaint escalation, cancellation, refund, and chargeback risk.
- Clear weekly reporting and documentation.
- Identification and correction of the operational issues causing negative sentiment.

Who You Are You are highly proactive and do not wait for reputation problems to become crises.

You understand that responding to reviews is only one part of reputation management. Your real responsibility is identifying why complaints are happening, coordinating solutions, protecting customer trust, and helping the company improve.

You are calm under pressure, comfortable handling difficult conversations, and able to protect the brand without becoming defensive or dismissive toward customers.

You take ownership, communicate clearly, and can manage multiple brands and priorities without losing attention to detail.

Position Details

- Full-time position.
- Remote.
- Long-term opportunity.
- Must be available for consistent communication during agreed working hours.
- Compensation will be based on experience, proven results, and level of responsibility.

📌 Reputation Management Expert (Canada)
🏢 Organic Checkout
📍 Canada