Latin America | 100% Remote
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 analytical backbone for our clients' digital presence, primarily focusing on monitoring, auditing, and executing response strategies across automotive dealership reputation platforms. You will own the end-to-end queue management process, configuring platform workflows, and synthesizing consumer sentiment into actionable communication strategies for dealer partners.
This role is critical to maintaining high-stakes brand health, ensuring rapid response times during high-volume periods (including weekends), and supporting strategic initiatives such as the General Motors Reputation Management Program. By blending operational discipline with exceptional communication skills, you will ensure our clients sustain strong public sentiment and high customer retention.
Key Responsibilities
- Anchor queue operations by monitoring consumer reviews across centralized dealership reputation platforms and crafting precise, brand-aligned responses.
- Lead weekend coverage strategies to proactively handle negative reviews and secure necessary client approvals ahead of the business week.
- Coordinate strategic response recommendations for sensitive or negative consumer feedback directly with dealer partners.
- Configure and troubleshoot technology platform settings (including Reputation.com) to support active client service requests.
- Execute specialized response workflows for the General Motors Program and assist with publishing content across client blogs.
- Collaborate in team alignment sessions to share operational insights, refine response playbooks, and execute high-priority special projects.
Requirements
- Experience: 2+ years of experience in online reputation management, digital customer success, brand communications, or digital platform support.
- Tech Stack: Proficiency with multi-location reputation management platforms (e.g., Reputation.com, Birdeye, or similar orchestration tools) and content management systems (CMS) for blog publishing.
- Schedule Availability: Must be able to work Thursday through Monday, 9:00 AM – 6:00 PM EST (includes mandatory weekend coverage).
- Soft Skills: Ownership mindset, high emotional intelligence, acute attention to detail under weekend queue volume, and strong conflict-resolution skills.
- Language: Advanced English (written and spoken) with exceptional narrative, grammar, and brand-tone adaptation skills.
Nice to Have
- Prior experience within the automotive industry or dealership ecosystem.
- Familiarity with the General Motors Reputation Management Program.
- Experience using ticketing tools (e.g., Zendesk, Jira) for platform configuration and client support management.
- Basic understanding of SEO fundamentals as they relate to consumer reviews and blog publishing.
What You’ll Love
- 100% Remote work environment.
- Holidays off as per calendar policies.
- Paid Time Off (PTO).
- Health insurance assistance.
- Competitive USD compensation.
