Online Reputation Assistant

Purpose of the Role Monitor company social media channels and review platforms, respond to customer interactions using approved guidelines and AI-generated response drafts, escalate high-risk situations, and help protect and strengthen the company’s online reputation. Core Responsibilities Respond to comments, direct messages, and social media interactions Respond to Google, Trustpilot, Hootsuite Utilize company-approved AI tools and templates to draft responses Identify and escalate legal, compliance, PR, or customer service concerns Monitor social channels for emerging trends or recurring customer issues Maintain response SLAs and quality standards Document escalations and follow established workflows Key Qualities Excellent Written Communication Strong grammar and spelling Professional yet empathetic tone Able to personalize responses when needed Good Judgment Understands when a response is routine versus when it requires escalation Can recognize potential PR, legal, or customer-retention risks Follows guidelines consistently Detail-Oriented Carefully reviews AI-generated responses before posting Avoids posting incorrect information Maintains accuracy and brand voice Process-Oriented Comfortable following SOPs Works within established workflows Preferred Experience Strongly Preferred 1-3 years of customer service experience Experience responding to online reviews Experience with social media moderation Experience working from SOPs and templates Experience handling escalations Nice to Have Experience with Trustpilot, Google Reviews, Facebook Reviews, BBB, Yelp, or similar platforms Experience using AI tools such as Gemini or ChatGPT Experience in customer support, retention, or reputation management