Brand Reputation Specialist

Naturepedic; Cleveland (OH); In loco; USD 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

Naturepedic is seeking a Brand Reputation & Social Care Specialist to protect and strengthen how customers experience our brands online. You will work with the Community Management Specialist to resolve issues surfaced through social media and reviews, applying the same care our Customer Service team uses.

You’ll become fully cross-trained with Customer Service, handling order questions, product concerns, delivery issues, warranty and returns, and public as well as private inquiries.

Competenze

• 1–3 years of experience in social media, community management or digital marketing.
• Excellent written communication with the ability to adapt tone per platform.
• Empathy and professionalism when resolving public comments and private messages.

Mansioni

• Manage inquiries from social channels with timely, accurate responses.
• Resolve order questions, product concerns, delivery issues, and returns.
• Move sensitive conversations from public threads to private channels when appropriate.
• Track cases from first contact to resolution in the customer service system.
• Monitor and respond to reviews across websites and platforms.

Conoscenze

Social media management

Written communication

Empathy in writing

Public-facing communication

Data-driven insights

Strumenti

Sprout Social

NetSuite

Gorgias

Trustpilot

Descrizione del lavoro

Naturepedic is a leading organic mattress company dedicated to providing healthy, eco-conscious sleep solutions for the entire family. With a commitment to sustainability and certified organic materials, we offer a range of premium mattresses, bedding, and bedroom furniture across three brands: Naturepedic, Lullaby Earth, and Happsy. As a pioneer in the organic sleep industry, we are passionate about creating healthier, more sustainable homes.

About Us:

Naturepedic is a leading organic mattress company dedicated to providing healthy, eco-conscious sleep solutions for the entire family. With a commitment to sustainability and certified organic materials, we offer a range of premium mattresses, bedding, and bedroom furniture across three brands: Naturepedic, Lullaby Earth, and Happsy. As a pioneer in the organic sleep industry, we are passionate about creating healthier, more sustainable homes.

Position Overview:

The Brand Reputation & Social Care Specialist protects and strengthens how customers experience Naturepedic, Lullaby Earth, and Happsy online. In partnership with our Community Management Specialist, this person helps resolve customer issues that surface through social media and review platforms, and resolves them with the same care our customer service team brings to every call and email.

This role is fully cross-trained with Customer Service. You'll learn our products, policies, order systems, and resolution processes, so you can solve problems directly instead of only redirecting them. You'll handle order questions, product concerns, delivery issues, warranty and return requests, and complaints that arrive by DM, comment, tag, or public review.

You'll work as a counterpart to our Community Management Specialist. While they lead engagement, conversation, and culture across our channels, you'll lead care, resolution, and reputation. Together, you'll make sure every person who reaches out to us on social feels heard, helped, and valued.

The ideal candidate is tuned in to online culture and the conversations shaping it, calm under pressure, deeply empathetic, and a sharp writer who can turn a frustrated public comment into a loyal customer. You're organized enough to track every open issue to resolution, and thoughtful enough to know when a conversation belongs in public and when it should move to a private channel. You speak the language of the comment section and can tell a joke from a real complaint, or spot a post that's about to blow up.

Key Responsibilities:

Social Customer Care

• In partnership with the Community Management Specialist, help manage and resolve customer service inquiries that come in through social channels, including DMs, comments, tags, and mentions on Instagram, Facebook, TikTok, Pinterest, YouTube, and Reddit, whether by responding directly or by giving the social team the context, answers, and next steps they need to take care of customers.
• Handle order status, shipping and delivery, product questions, warranty claims, returns, and trial-period requests using Customer Service systems and policies.
• Move sensitive or account-specific conversations from public threads to private channels quickly and appropriately.
• Track every case from first contact to resolution, documenting interactions in our customer service platform.
• Meet defined response-time and resolution-time standards for social inquiries.

Review & Reputation Management

• Monitor and respond to customer reviews across our website, Google, Trustpilot, retailer and marketplace listings, and other third-party review sites.
• Write thoughtful, on-brand public responses to both positive and negative reviews, and follow up privately to resolve issues where possible.
• Monitor brand mentions, sentiment, and conversations across social and the web to catch emerging issues early.
• Flag potential reputation risks, such as product complaints trending, viral negative posts, or misinformation, and elevate to the Social Media Manager with recommended next steps.
• Help develop and maintain response guidelines, approved messaging, and escalation protocols for sensitive situations.

Customer Service Cross-Training & Partnership

• Complete full cross-training with the Customer Service team and stay current on products, policies, promotions, and processes.
• Serve as the bridge between Social and Customer Service, ensuring cases are handed off smoothly with no customer falling through the cracks.
• Support the Customer Service team during high-volume periods (such as promotions, launches, and holidays) as needed.
• Share social-specific insights and best practices with Customer Service so tone and resolution stay consistent across every channel.

Insights & Reporting

• Track and report on social care and reputation metrics, including inquiry volume, response time, resolution rate, review ratings, and sentiment trends.
• Identify recurring product questions, pain points, and complaints, and share them with product, marketing, and customer experience teams.
• Contribute care and reputation highlights, wins, and learnings to the social team's monthly reporting.
• Maintain and update an internal FAQ and response library based on real customer conversations.

Cross-Functional Collaboration

• Partner closely with the Community Management Specialist to divide inbound activity clearly: engagement and conversation versus service and resolution.
• Coordinate with Customer Service, Product, Quality, and Marketing on escalations, product issues, and messaging.
• Work with the influencer and advocacy teams when partner or creator content generates customer questions or concerns.
• Uphold a consistent, warm, and trustworthy Naturepedic voice across every customer touchpoint.

Qualifications:

• 1-3 years of experience in social media, community management, digital marketing, or a related role. Internships, part-time jobs, and running your own accounts all count. Experience in e-commerce or DTC retail is a plus.
• A natural ability to de-escalate frustrated customers and resolve complaints with empathy and professionalism, in writing and in public settings.
• Excellent written communication skills, with the judgment to adapt tone for each platform and situation.
• Up to date on online culture, trends, and cultural conversations, with a strong understanding of platform norms across Instagram, Facebook, TikTok, Reddit, Pinterest, and YouTube, and how customers use them to seek help or share feedback.
• Familiarity with review platforms such as Google, Yotpo, Bazaarvoice, Trustpilot, or retailer sites is a plus.
• Experience with Sprout Social, NetSuite, Gorgias, or Trustpilot, or prior customer service experience, is a bonus but not required; we'll train you on our systems and processes.
• Highly organized and detail-oriented, able to manage many open cases across multiple brands without letting anything slip.
• Sound judgment about when to resolve, when to elevate, and when a public conversation should move to private.
• Comfortable with data: able to track metrics and turn customer feedback into clear, actionable insights.
• Passion for sustainability, wellness, or eco-friendly living is a plus.

What Success Looks Like:

• Customers who reach out on social get fast, accurate help, with consistently strong response and resolution times.
• Every review receives a thoughtful response, and negative experiences are turned around wherever possible.
• Average review ratings and overall brand sentiment improves.
• Emerging issues are spotted and escalated early, before they become larger reputation problems.
• Social and Customer Service operate as one team, with clean handoffs and consistent answers.
• Customer feedback regularly informs product, marketing, and customer experience improvements.
• The Naturepedic voice is consistent, warm, and trustworthy, especially when things go wrong.