Review & Reputation Manager (Trustpilot + E-commerce Brand)

We are a high-volume US-based e-commerce brand looking for an experienced Review & Reputation Manager to own our end-to-end online review presence, with a primary focus on Trustpilot.

This role covers full reputation management: public review responses, dispute and removal management for policy-violating reviews, review funnel optimization, and long-term reputation recovery.

We are not looking for shortcuts or reckless tactics.

We want someone who understands what is allowed, what is risky, and how to improve ratings and public perception without putting the brand at risk.

Responsibilities

• Manage and optimize our Trustpilot profile
• Respond to public reviews in a professional, brand-approved tone
• Identify, document, and dispute reviews that violate platform policies
• Manage review removal requests and escalations where appropriate

Design and manage a compliant review funnel

– Encourage satisfied customers to leave public reviews

– Route unhappy or neutral customers into internal feedback or support flows

• Work alongside our customer support team to reduce negative review risk
• Monitor review trends, sentiment, and reputation signals

Provide a weekly summary report covering

– New reviews and rating changes

– Disputes and removals

– Key customer issues and insights

What This Role Is Not

• No mass fake review posting
• No guaranteed review removals
• No tactics that risk Trustpilot or platform penalties

We are focused on long-term credibility, compliance, and sustainable improvement.

Required Experience

• Proven experience managing Trustpilot reviews for e-commerce or SaaS brands
• Experience disputing and removing policy-violating reviews
• Strong understanding of compliant review acquisition strategies
• Clear, professional written English
• Ability to follow brand voice guidelines and structured workflows

Nice to Have

• Experience with G2, Capterra, SiteJabber, or similar platforms
• Experience working alongside customer support teams
• Experience with post-purchase review workflows (email/SMS logic)

Trial & Engagement

We will begin with a paid trial period (2–3 weeks). This role has long-term potential for the right person.

Screening Question (Required)

Please answer clearly

How do you

1) Increase positive Trustpilot reviews compliantly

2) Reduce the impact of negative reviews

3) Handle reviews that violate platform policies

Applications without a clear answer will not be considered.

Contract duration of more than 6 months. with 30 hours per week.

Mandatory skills

Review, Search Engine Optimization, Reputation Management, Community Relations, Crisis Management