Creative Resolutions Specialist

*About the Role* We are looking for a highly personable, confident, and solutions-oriented Creative Resolutions Specialist to help improve customer sentiment and public perception across online forums and communities, particularly within real estate and property management spaces such as BiggerPockets. This role is focused on reputation management, conflict resolution, and relationship rebuilding. You will engage directly with users who have had negative experiences, work to understand their concerns, coordinate resolutions internally, and help turn difficult situations into positive outcomes. The ideal candidate is an exceptional communicator who can remain calm under pressure, think creatively, and build trust quickly without sounding scripted or promotional. *What You’ll Be Doing* -Monitor online forums, discussion threads, and public conversations involving RentRedi -Respond thoughtfully and professionally to negative sentiment, misinformation, complaints, or unresolved concerns -Draft public forum replies designed to: -Correct false or misleading statements -De-escalate tension -Improve overall thread sentiment -Show empathy and accountability -Send direct outreach messages and connection requests to users who have had negative experiences -Schedule calls or meetings between users and internal leadership -Conduct discovery calls to fully understand customer frustrations and concerns -Make realistic promises that can actually be fulfilled -Coordinate internally to ensure commitments are completed -Follow up consistently until resolution is reached -Encourage updated or revised feedback when a customer’s experience improves -Work closely with leadership to strategically improve public perception and customer trust *What Success Looks Like* -Successfully resolving or improving sentiment on negative public threads -Building trust with frustrated customers -Increasing positive engagement and updated feedback from users -Demonstrating measurable improvements in community perception -Within the first 2 weeks: -At least one thread updated, corrected, or improved by the original poster -Within the first 2 months: -Help resolve or positively influence approximately 15+ negative threads *Qualifications* -3–5 years of experience in Customer Success, Account Management, Community Management, Retention, or a similar customer-facing role -Exceptional spoken and written English communication skills -Highly confident and comfortable speaking with frustrated customers -Strong emotional intelligence and conflict resolution skills -Ability to think creatively and solve problems without overpromising -Professional, reliable, and accountable -Consistently punctual and dependable -Strong attention to follow-through and keeping commitments -Naturally personable and able to build rapport quickly -Comfortable working independently and taking ownership of outcomes *Ideal Candidate Traits* -We’re looking for someone who: -Knows how to calm difficult situations -Can “read the room” emotionally -Understands nuance and tone in public communication -Is persuasive without sounding salesy -Can make people feel heard and respected -Is solutions-focused and proactive -Balances customer satisfaction with company interests responsibly *Compensation* -$9-$12/hour (international hiring) -Full-Time - 40 hours per week -Remote position -Growth opportunities available based on performance and impact This is not a traditional support role. The focus is proactive reputation management, customer recovery, and improving public sentiment through authentic communication and thoughtful follow-through. The right person for this role understands that how issues are handled publicly matters just as much as solving the issue itself.