Customer Experience Specialist – Reviews & Social Care
Core
Own monitoring, public response coordination, and resolution follow-through for customer feedback across the US market to improve online reputation and operational processes.
Role type
Customer Experience Specialist (Online Reputation & Social Care)
Builds
Improved public review scores and operational improvements for Scandinavian-inspired outdoor living solutions
Domain
E-commerce / Consumer Goods / Outdoor Living
Deliverable
dashboards & analysis
Required skills
Online reputation management, complaint resolution, service recovery, cross-functional collaboration, CRM/ticketing systems, data analysis, written English communication, de-escalation, negotiation
Preferred skills
E-commerce experience, familiarity with Trustpilot/Google Reviews/Zendesk, Spanish language proficiency
Technologies
Trustpilot, Google Reviews, BBB, Judge.me, Facebook, Instagram, Zendesk
Responsibilities
Monitor and manage customer reviews across multiple platforms; write timely, empathetic public responses; handle sensitive complaints and lead service recovery; connect complaints to tickets and coordinate with internal teams; track unresolved complaints and follow up; analyze feedback trends and provide monthly reports on performance and sentiment
Seniority
Mid-level, hands-on IC
