Social Media & Reputation Specialist

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Social Media & Reputation Specialist based in Brazil. In this fully remote, full-time role, you will manage social media channels, online communities, and customer-facing brand reputation across multiple U.S. markets. You will create compelling English-language content, engage with audiences, monitor online conversations, and ensure customer reviews receive thoughtful and timely responses. Working closely with marketing, creative, and customer service teams, you will turn audience insights into actionable content and help protect and strengthen brand trust. You will also collaborate with AI agents to streamline content calendars, captions, and review responses while maintaining editorial quality and sound judgment. This hands-on position combines strong writing, community management, social listening, and performance analysis, with a focus on measurable results. You will have the opportunity to shape communication guidelines, experiment with content formats, and improve how social engagement translates into customer inquiries and business outcomes.

Manage online reviews and brand reputation: Respond to reviews on Google Business Profile, Yelp, and Birdseye within 48 hours, using approved guidelines and AI-assisted drafts while ensuring every response feels authentic, helpful, and appropriate to the local context. Handle sensitive customer feedback: Respond thoughtfully to negative reviews and public complaints, acknowledge concerns, move conversations to private channels when appropriate, and escalate unresolved issues to Customer Service. Ensure public responses support, rather than replace, actual customer resolution. Maintain reputation management guidelines: Develop and update response standards covering brand tone, common scenarios, prohibited language, escalation procedures, and best practices for handling sensitive situations. Support review generation: Coordinate with Customer Service to establish processes that encourage satisfied customers to share feedback after service appointments. Monitor reputation performance: Track review ratings, review volume, response rates, and recurring customer feedback by location. Identify emerging risks and communicate concerns proactively. Build and engage online communities: Respond to comments, direct messages, and mentions across social channels, maintaining a consistent, friendly, and professional brand voice. Conduct social listening: Monitor discussions about the brand, competitors, and turf care across local online groups, Reddit, and review platforms. Participate in relevant conversations when appropriate and share insights about customer questions, objections, complaints, and emerging trends. Route customer and sales inquiries: Forward social media and review-related inquiries to the Customer Service team through GoHighLevel and confirm that each inquiry has been received. Prepare weekly listening reports: Summarize recurring questions, customer concerns, competitor activity, reputation risks, and opportunities for future content. Plan and publish social content: Translate established content pillars into a weekly publishing calendar, defining formats, recurring series, and timing for each channel. Write engaging, platform-specific copy: Create hooks, captions, stories, calls to action, and other written content tailored to Instagram, Facebook, TikTok, and YouTube. Coordinate creative production: Brief graphic designers and other creative resources on visual requirements, provide shot lists for field content captured by technicians, and make basic edits to templates, images, and videos when practical. Manage publishing and quality control: Schedule and publish content through GoHighLevel Social Planner, verify that posts are live, check links and UTM tracking, and troubleshoot or escalate publishing issues with supporting evidence. Collaborate with AI agents: Review and approve AI-generated content calendars, captions, review responses, and reports. Improve prompts, brand voice instructions, and reusable prompt libraries to enhance output quality. Measure performance and optimize content: Report weekly on published content, organic and paid performance separately, tracked clicks, and inquiries passed to Sales. Conduct copy and format experiments and document findings to inform future decisions. Requirements At least three years of experience managing social media channels and online communities for a brand or agency, ideally in home services, local services, or multi-location businesses. Excellent written English: Ability to produce clear, warm, persuasive, natural-sounding copy that resonates with U.S. homeowners. Strong writing is the most important requirement for this role. Proven community management experience, including growing engagement and managing a high volume of comments, direct messages, and audience interactions. Practical experience managing online reviews at scale through platforms such as Google Business Profile, Yelp, or Birdseye, with sound judgment when responding to negative feedback and public complaints. Experience with social listening using native platform tools or solutions such as Sprout Social or Brand24. Demonstrable results from previous social media work, supported by metrics such as follower growth, engagement, reach, lead generation, review ratings, or response times. Basic visual editing skills using Canva, CapCut, or similar tools to adjust templates, resize images, update text, or trim video clips. Professional graphic design skills are not required. Confidence using AI tools as content drafting partners while independently validating accuracy, tone, relevance, and brand alignment. Strong organizational skills, attention to detail, and the ability to manage recurring publishing and response workflows reliably. A proactive, self-directed approach, including the ability to take ownership of tasks, close the loop on outstanding work, and escalate issues early with practical recommendations. Ability to collaborate effectively with marketing, creative, and customer service colleagues. Preferred qualifications: Experience working with GoHighLevel. Familiarity with Birdseye or other review management platforms. Experience writing advertising copy for Meta platforms. Experience developing user-generated content (UGC) or creator-style social content. Familiarity with pet-owner audiences or content related to pet care and outdoor living. Experience managing social media and reputation across multiple geographic locations. Expected milestones during the first 90 days: Days 1–30: Gain access to all relevant channels and tools, establish performance baselines for social channels and location-level reputation metrics, bring the review queue up to date while maintaining the 48-hour response target, and prepare an initial draft of review response guidelines. Days 31–60: Publish the agreed content schedule consistently for four consecutive weeks, finalize review response guidelines, deliver the first weekly social listening digest and location-level reputation report, and agree on a review generation process with Customer Service. Days 61–90: Establish AI-assisted workflows for content calendars, captions, and review responses with human approval for every item, complete at least two copy or format experiments and document the findings, and ensure every inquiry received through social channels and reviews is routed to Sales with confirmation. Benefits Remote work: Work remotely from Brazil, with working-hour overlap required with U.S. Pacific Time business hours. Full-time opportunity: Join a dedicated marketing function with responsibility for social media engagement, content publishing, and reputation management. Creative collaboration: Work alongside existing design and creative resources without needing to take on full graphic design responsibilities. AI-enabled workflows: Gain hands-on experience using AI agents to support content creation, community management, and reporting while applying your own editorial judgment. Measurable impact: Help shape social media strategy, strengthen online reputation, improve customer engagement, and connect content performance with customer inquiries. Compensation: Salary and compensation arrangements are to be determined. Additional benefits: Healthcare coverage, paid leave, and other specific employment benefits are not detailed in the available job description.