Maximus

Community & Brand Reputation Specialist

Maximus

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $55,000 - $70,000 per year

About the role

  • Monitor and respond to customer feedback across BBB, Trustpilot, social media platforms, and Discord within 24 business hours (target: <12 hours)
  • Craft empathetic, professional, HIPAA-compliant responses that address client concerns while maintaining Maximus's performance-driven brand voice
  • Serve as the public face of Maximus customer care, setting the standard for how we engage with clients in visible forums
  • Investigate service issues thoroughly and implement effective solutions including refunds, credits, and order expediting
  • Guide clients through resolution processes with clear communication and follow-through
  • Immediately escalate potential PR crises or viral negative posts to Operations Lead and Head of Marketing
  • Provide regular sentiment trend reports highlighting patterns in customer feedback

Requirements

  • 3+ years of customer service or reputation management experience in healthcare, DTC wellness, telehealth, or other regulated industries
  • Proven writing ability under pressure: empathetic, clear, professional tone that de-escalates conflict in public forums
  • HIPAA compliance knowledge: Understanding of protected health information (PHI) requirements for public communication
  • Track record managing public-facing brand reputation through reviews, social media responses, or community management
  • Autonomous problem-solver: Comfortable making judgment calls with incomplete information and ambiguous situations
  • Emotional intelligence: Ability to read between the lines of customer frustration and identify root causes
  • Proficiency navigating multiple platforms: BBB, Trustpilot, social media management tools, Discord
  • Experience with CRM systems and ticketing platforms for escalation tracking
  • Strong documentation habits for identifying and communicating patterns
  • Exceptional empathy paired with performance-driven mindset aligned with our client base
  • Ability to translate customer frustration into actionable internal feedback without defensiveness
  • Sound judgment distinguishing routine service recovery from crisis escalation scenarios
  • Resilience handling emotionally charged interactions while maintaining professionalism
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
HIPAA compliancecustomer servicereputation managementwriting abilityproblem-solvingemotional intelligencedocumentationescalation tracking
Soft Skills
empathyprofessionalismclear communicationjudgmentresilienceconflict de-escalationautonomyperformance-driven mindset