Online Reputation Manager - Customer Support Team

Miko; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is looking for an experienced Online Reputation Manager to enhance its brand's online presence. This role involves strategizing to improve ratings and reviews on platforms like Amazon and Google, collaborating with cross-functional teams, and leading a dedicated team of specialists. If you have a passion for customer satisfaction and a results-driven mindset, this position offers an exciting opportunity to make a significant impact in a fast-paced environment. Join a dynamic team and help shape a positive online brand image that resonates with customers and stakeholders.

Qualifications

• 7+ years of experience in customer service, preferably in e-commerce.
• Proven track record of improving online ratings and reviews.

Responsibilities

• Develop strategies to enhance online reputation across platforms.
• Lead a team of reputation management specialists and analyze customer feedback.

Skills

Online Reputation Management

Customer Service

Data Analysis

Team Management

Communication Skills

Education

Graduate/Postgraduate

Tools

Zendesk

Telephony Systems

Job description

Position Overview :

- We are seeking an experienced Online Reputation Manager to join our Miko Customer Support team. The ideal candidate will have a proven track record of successfully improving ratings and reviews on various online platforms, with a particular focus on Google Business, Google Playstore, iOS app store, and Amazon. The candidate should have extensive experience in enhancing Amazon ratings for both US and Indian listings. As an Online Reputation Manager, you will play a pivotal role in maintaining and enhancing our brand's online reputation, driving customer satisfaction, and ensuring a positive user experience across different platforms.

Key Responsibilities :

- Develop and execute strategies to improve ratings, reviews, and overall online reputation on platforms such as Amazon, Google Business, Google Playstore, iOS app store, TrustPilot, etc.

- Collaborate with cross-functional teams, including Marketing, Customer Support, Product Development, and Sales, to align reputation management efforts with overall business goals.

- Analyze and monitor customer feedback and sentiment across various online platforms, identifying trends and insights to drive actionable improvements.

- Lead and manage a team of reputation management specialists, providing guidance, training, and performance evaluations.

- Respond promptly and professionally to customer reviews, addressing concerns, resolving issues, and maintaining a positive brand image.

- Implement best practices for managing online reviews, ratings, and feedback, ensuring consistency and alignment with brand messaging.

- Develop and maintain relationships with key stakeholders and partners to drive positive collaboration and facilitate reputation management initiatives.

- Stay updated with industry trends, competitive landscape, and changes in online platform algorithms to adapt strategies as needed.

Requirements :

- Graduate/Postgraduate with 7+ years of experience in customer service preferably in an e-commerce startup

- Proven experience in improving ratings and reviews on online platforms, especially on Amazon for both US and India listings

- Exceptional communication skills, both written and verbal, with keen attention to detail

- Experienced in supporting US customers

- Strong team management skills, with the ability to motivate and guide a remote team

- Results-driven mindset with a strategic approach to reputation management

- Ability to analyze data, derive actionable insights, and make informed decisions

- Flexibility to work in shifts, including night shifts, to accommodate different time zones

- Working knowledge of customer service software & tools. Must be comfortable with Telephony systems, Helpdesk app preferably Zendesk serving customers across all channels (calls, emails, chat & social media)

- Proactive, adaptable, and able to thrive in a fast-paced, ever-changing environment.

- If you are a highly motivated individual with a passion for online reputation management and a proven ability to drive positive results, we encourage you to apply. Join our team and contribute to building a strong and favorable online brand presence that resonates with our customers and stakeholders.