Review & Reputation Management Specialist
Full-Time | Remote | Gear Elevation
Gear Elevation is growing fast—and as we expand our product lines and marketplace presence, we are looking for a dedicated Review & Reputation Management Specialist who will fully own and elevate our brand reputation across all major review platforms.
This role ensures our customers see Gear Elevation as a trusted brand by increasing our ratings, managing incoming reviews, and building strong relationships with vendors and internal teams.
ROLE OVERVIEW
The Review & Reputation Management Specialist will be responsible for managing, improving, and maintaining Gear Elevation’s online reputation. This includes Trustpilot, Sitejabber, BBB, marketplace reviews, and internal review systems. The specialist will also handle review uploads for new and existing listings and coordinate closely with vendors and customer service teams.
KEY RESPONSIBILITIES
1. Reputation & Review Platform Management
• Manage and optimize Gear Elevation’s profiles on Trustpilot, Sitejabber, BBB, and other review platforms.
• Implement strategies to increase star ratings, improve credibility, and boost customer trust.
• Monitor daily incoming reviews (100+ per day), classify and moderate them based on internal standards.
• Handle the workflow for negative reviews (1–3 stars), including escalation and coordination with customer support.
• Ensure timely responses to reviewers using approved templates and consistent brand voice.
2. Review Publishing for Product Listings
• Add and update 4–5 star reviews for new and existing listings across all Gear Elevation sales channels.
• Maintain accuracy of reviews when product updates, bundles, or new variations are launched.
• Develop and maintain a centralized Review Library for marketing, ads, creati ves, and listing teams.
3. Review Request Flow & Automation
• Manage and optimize review request automations for post-purchase emails and SMS.
• Collaborate with Customer Support to improve internal review-handling processes.
• Monitor Loox, TrustPilot, and internal tools for performance and adjust workflows accordingly.
4. Vendor & Internal Team Coordination
• Work closely with vendors and fulfillment teams to address product issues that affect reviews.
• Forward relevant review insights or concerns to product, listing, QA, or operations teams.
• Gather required documents or details for review disputes, verifications, or product updates.
5. Reporting & Insights
• Prepare weekly reports covering:
• Review volume and sentiment
• Trustpilot/Sitejabber rating trends
• Top issues, customer feedback patterns
• Opportunities for improvement
• Track KPIs for sentiment improvement, review turnaround time, and listing review health.
QUALIFICATIONS
• Experience in eCommerce, reputation management, moderation, or customer experience preferred.
• Familiarity with platforms such as Trustpilot, Sitejabber, BBB, Loox, Reviews.io, Shopify, TikTok Shop.
• Excellent written English and attention to detail.
• Highly organized and can manage a high volume of daily reviews.
• Strong analytical thinking and problem-solving.
• Ability to coordinate across multiple departments and external vendors.
• Proactive and able to work independently.
SUCCESS METRICS / KPIs
• Trustpilot, Sitejabber, and BBB star rating improvements
• Increased volume of verified positive reviews
• Reduction of negative-review impact
• Timely publishing of reviews for new listings
• Accurate and consistent weekly reporting
• Strong collaboration with internal and external teams
ABOUT GEAR ELEVATION
Gear Elevation is a global eCommerce brand known for innovative products designed to elevate everyday living. We are committed to exceptional customer experiences and continuously improving our online presence. This role plays a key part in ensuring our brand remains trusted and highly rated across all channels.
