Review Response Specialist - Brand Reputation Guardian

Midwest Startups; Lehi (UT); On-site; USD 42,000 - 72,000; Full time

Benefits offered by this job

Healthcare plans

401(k) retirement plan with company-m

Paid parental leave

HSA

Paid holidays

Gym reimbursement

Job summary

Opiniion is a resident satisfaction software company seeking a Customer Communications Specialist to own end-to-end review response and dispute processes for multifamily communities across Google, Yelp, and other platforms.

You will draft empathetic responses, maintain a modular library, and ensure compliance with Fair Housing policies while meeting SLAs and reporting weekly insights. This role emphasizes brand protection and data-driven improvements.

Qualifications

• Exceptional writing and editing skills with a concise, empathetic voice.
• Sound judgment under time pressure and comfortable following SOPs and style guides.
• Experience responding on Google Business Profile, Yelp, Apartments.com, and Facebook.

Responsibilities

• Monitor assigned communities’ reviews and triage by priority and risk level.
• Write clear, human, and respectful responses tailored to the reviewer and platform.
• Highlight positives, acknowledge concerns without accepting blame, and guide next steps.
• Ensure every response aligns with Fair Housing and platform policies.
• Maintain and evolve a style guide and modular response library for consistency at scale.
• Meet response time SLAs and volume targets while maintaining quality and accuracy.
• Prepare reports and appeals within Google’s review management tooling, following our SOPs and policy guidance.
• To keep the Review Dispute dashboard accurate, update statuses, dates, outcomes, tags, and links, and ensure correct formulas and counts.
• Track decision states such as Removed, Denied, Decision Pending, and Escalated, and follow through to closure.
• Manage access workflows through Zapier or n8n
• Recognize invites, access changes, or revocation notices and coordinate with the CSM or customer to restore or adjust access.
• Use our automation stack responsibly by triggering and monitoring scripted updates, macros, and data hygiene steps. Document any issues and elevate when needed.
• Share weekly insights on volume, outcomes, and policy themes, and propose improvements to templates and workflows.
• Work with the development team to log system issues and manage the transition towards in-app integration rather than a Google Sheets tool.

Skills

Empathetic writing

Time management

Bilingual EN/ES

Attention to detail

Communication

Tools

HubSpot

Google Sheets

Gmail

Slack

Looker Studio

Google Apps Script

Zapier/n8n

Google Business Profile

Job description

Opiniion is a resident satisfaction software company seeking a Customer Communications Specialist to own end-to-end review response and dispute processes for multifamily communities across Google, Yelp, and other platforms.

You will draft empathetic responses, maintain a modular library, and ensure compliance with Fair Housing policies while meeting SLAs and reporting weekly insights. This role emphasizes brand protection and data-driven improvements.