Reputation Management Specialist

About CodeRoad

CodeRoad provides end-to-end software development services, helping businesses scale with ideal infrastructure solutions. From staff augmentation to dedicated IT teams and general software engineering, our nearshore technology services empower businesses to thrive in an ever-evolving digital landscape.

About the Role

The Reputation Management Specialist serves as the frontline voice and operational backbone for our clients' digital presence, primarily focusing on monitoring, auditing, and executing response strategies using specialized orchestration tools like Widewail. You will own the end-to-end review queue management process, adhering strictly to established response guidelines, routing protocols, and approval workflows to synthesize consumer sentiment into professional communication strategies.

This role is critical to maintaining high-stakes brand health, ensuring rapid response times during high-volume periods (including mandatory weekend coverage), and driving successful program initiatives across automotive dealer networks. By blending meticulous operational discipline, emotional composure, and strong bilingual communication skills, you will ensure our clients sustain positive public sentiment, handle difficult customer feedback objectively, and drive long-term brand equity.

Key Responsibilities

• Anchor queue operations by consistently monitoring consumer reviews on dedicated platforms (e.g., Widewail), accurately categorizing feedback, and crafting precise, brand-aligned responses.

• Lead weekend coverage strategies by maintaining rigorous attention to detail when reviewing, escalating, and responding to negative feedback to prevent public relations issues ahead of the business week.

• Collaborate and communicate directly with dealer partners and client teams to coordinate strategic response recommendations, request clarification when instructions are ambiguous, and secure required approvals.

• Execute specialized response workflows for key accounts (such as the General Motors Program), consistently tracking reviews, follow-ups, and reporting details to maintain high quality standards.

• Optimize client engagements by managing client email correspondence, troubleshooting platform configurations, and supporting secondary digital touchpoints such as blog content publishing.

• Maintain composure and objectivity when handling escalated or sensitive negative feedback, ensuring all interactions strictly adhere to brand voice guidelines without emotional reaction.

Requirements

• Experience: 2+ years of experience in online reputation management, digital customer success, brand communications, or digital platform operations, with proven hands-on experience responding to client emails and managing review channels.

• Tech Stack: Hands-on experience with review management and feedback orchestration platforms (Widewail, Reputation.com, Birdeye, or similar), plus familiarity with client communication and content management systems.

• Schedule Availability: Must be available to work Thursday through Monday, 9:00 AM – 6:00 PM EST (including mandatory weekend queue coverage).

• Soft Skills: Ownership mindset, high emotional intelligence, meticulous attention to detail under high queue volume, ability to follow complex approval rules, and an objective, unshakeable demeanor when handling difficult customer feedback.

• Language: Advanced English (written and spoken) with exceptional grammar and tone adaptability, PLUS strong Spanish fluency (written and spoken) to process and respond to native Spanish feedback across Latin American and US Hispanic markets.

Nice to Have

• Prior operational experience using Widewail for automated review monitoring and engagement.

• Experience within the automotive industry.

• Experience using ticketing tools (e.g., Zendesk, Jira) for platform configuration, reporting, and client support tracking.

• Basic understanding of local SEO fundamentals as they relate to online consumer reviews and customer search visibility.

What You’ll Love

• 100% Remote work environment.

• Holidays off as per calendar policies.

• Paid Time Off (PTO).

• Health insurance assistance.

• Competitive USD compensation.

• Growth opportunities within a dynamic nearshore tech company.