TL;DR

Manager, Services (Managed Reputation Services): Leading and developing a team of specialists to manage online reputation for global enterprise brands with an accent on operational success, quality control, and strategic client communication. Focus on refining workflows, ensuring SLA adherence, and guiding brand strategy implementations.

Location: Remote from the Philippines

Company

%hirify_global% is a leading brand visibility platform that helps enterprise brands manage discovery and engagement across various digital channels, now unified with Hearsay Systems to deliver enhanced customer value.

What you will do

Lead, coach, and develop a team of Managed Review Response Specialists responsible for daily review management across platforms like Google and Yelp.
Oversee onboarding, training, and performance management of new Specialists, ensuring they master brand voices and technical processes.
Manage rigorous QA processes to ensure all team responses are accurate in grammar/spelling and align with client-specific guidelines.
Ensure the team meets or exceeds Service Level Agreements (SLAs) regarding response times and volume handling.
Act as a super-user of the SaaS platform to refine workflows, case management, and tagging processes for maximum efficiency.
Serve as a point of contact for high-level client inquiries, aggregate team findings for strategic insights, and collaborate on brand strategy.

Requirements

Experience: 3+ years in customer support leadership or reputation management, with at least 1 year of people management experience.
English: Superior command, with the ability to coach others on conversational nuance, tone, and sophisticated prose.
Proven ability to manage high-volume workflows, prioritize team resources, and maintain quality control in a fast-paced environment.
Strong business acumen and experience communicating directly with professional clients regarding service updates and strategy.
Familiarity with SaaS platforms and the ability to train others on technical workflows and navigation.

Culture & Benefits

%hirify_global% is an equal opportunity employer committed to building a results-driven, engaging culture where every employee can contribute and grow.
Consistently recognized as a ‘Best Place to Work’ globally by industry leaders.
Committed to diversity and inclusion, welcoming employees and applicants of all backgrounds and demographics.
Provides reasonable accommodations to people with disabilities as required by applicable law.