Brand Reputation Specialist (Remote)
Maximus HQ'd is in Santa Monica, CA USA. This role is available fully Remote (US/CAN)
No Agencies
About Maximus
Maximus (https://www.maximustribe.com/) is a mission-driven consumer performance medicine telehealth company that provides men and women with content, community, and clinical support to optimize their health, wellness, and hormones. Maximus has achieved profitability, 8-figure ARR, and is doubling year over year - with a strong cash position. We have raised $15M from top Silicon Valley VCs such as Founders Fund and 8VC as well as leading angel investors/operators from companies like Bulletproof, Tinder, Coinbase, Daily Stoic, & Shopify.
About the Role
We are seeking a Brand Reputation Specialist to serve as the front line of our public facing customer experience. This role monitors and responds to customer feedback across all reputation platforms: Better Business Bureau (BBB), Trustpilot, social media, and our Discord community to ensure every client interaction reinforces our commitment to premium service and effective problem resolution.
This individual contributor role requires exceptional judgment, empathy, and communication skills. You'll be trusted to resolve service issues autonomously, maintain our brand voice in public forums, and turn frustrated clients into advocates through genuine problem solving. This is a critical role for protecting and elevating Maximus's reputation as we scale.
Key Responsibilities
Monitoring & Response (70%)
Monitor and respond to all 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
Redirect all clinical or medical questions directly to the client's prescribing physician; this role will handle service issues only
Active participation in voice of customer discussions with internal cross functional stakeholders
Problem Resolution & Service Recovery (20%)
Investigate service issues thoroughly and implement effective solutions including refunds, credits, and order expediting
Initially collaborate with manager to develop escalation recommendations; grow into autonomous decision-making authority
Guide clients through resolution processes with clear communication and follow-through
Request review amendments when issues are genuinely resolved (no pressure tactics or score negotiation)
Document resolution patterns and identify recurring friction points for cross-functional improvement
Escalation & Insights (10%)
Immediately escalate potential PR crises or viral negative posts to Operations Lead and Head of Marketing
Flag systemic product, service, or operational issues to appropriate internal teams
Provide regular sentiment trend reports highlighting patterns in customer feedback
Maintain detailed case documentation for pattern recognition and continuous improvement
Qualifications
Must-Haves
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
Technical Skills
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
Soft Skills
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
What Success Looks Like
90-Day Performance Benchmarks:
Response time: <24 business hours across all platforms (target: <12 hours)
Resolution rate: Majority of issues resolved without escalation to senior leadership
Review amendment rate: Measurable percentage of resolved negative reviews amended by satisfied clients
Platform rating improvement: Demonstrable increase in BBB/Trustpilot scores
Customer satisfaction: Positive feedback on response quality and resolution effectiveness
Growth Trajectory:
Months 1-3: Shadow escalations, build platform expertise, develop response templates with manager guidance
Months 4-6: Gain autonomous authority for service recovery decisions, refine judgment on crisis vs. routine issues
Months 7-12: Own reputation management strategy recommendations, identify systemic improvements, mentor future team members
Why Join Us
Serve as a critical voice protecting and elevating Maximus's reputation during rapid growth
Directly impact client satisfaction and retention for a company helping thousands optimize their health
Build expertise at the intersection of healthcare compliance, customer experience, and reputation management
Grow from guided problem-solving to autonomous decision-making authority
Collaborate with a mission-driven team focused on human performance and longevity
Compliance & Training
This role involves access to protected health information (PHI) and operates in public forums where HIPAA violations could occur. Comprehensive training on compliant public response protocols will be provided. All communications must adhere to strict guidelines protecting client privacy while resolving service issues effectively.
Interview Process Note
Candidates will be required to complete a mock customer de-escalation as part of the interview process. We will be using AI to role play.
World-Class Benefits:
Full Suite: Medical, Dental, Vision, Life Insurance
Flexible vacation/time-off policies
Liquidity of options whenever available
Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)
Maximus is an equal opportunity employer, which not only includes standard protected categories, but the additional freedom from discrimination against your free speech and beliefs, as long as they are aligned with company values. We celebrate intellectual diversity.
Note: We utilize AI note-taking technology during our interview sessions to ensure we capture all answers and details accurately. Candidates are also encouraged to use AI note-takers for their own records if they wish.