Reputation Management Specialist

Job Title: Reputation Management Specialist

Employment Type: Full-time

Work Arrangement: Remote

Department: Customer Experience / Marketing

Experience: 2+ years in Reputation Management, Online Reputation, Customer Experience, or a related field

Key Requirement: Minimum 1 year of previous experience working at TrustpilotAbout the Role

We are looking for an experienced Reputation Management Specialist to take ownership of Goat Funded Trader’s online reputation and brand perception across review platforms, with a strong focus on Trustpilot.

The ideal candidate will have previous professional experience working directly at Trustpilot for at least 1 year and a strong understanding of how the platform operates, including its review ecosystem, moderation processes, business tools, reporting, policies, and best practices.

This person will be responsible for developing and executing strategies to strengthen GFT’s online reputation, increase positive customer feedback, identify reputation risks, and ensure customer reviews are managed professionally and effectively.

Key Responsibilities

Trustpilot & Review Management

• Manage and oversee GFT’s Trustpilot presence and overall review strategy.
• Monitor incoming reviews, ratings, trends, and customer sentiment.
• Develop strategies to increase the volume and quality of authentic positive reviews.
• Identify negative review trends and potential reputation risks before they escalate.
• Ensure reviews are handled appropriately and in accordance with Trustpilot policies and guidelines.
• Leverage knowledge of Trustpilot’s internal processes and tools to maximize GFT’s performance on the platform.
• Work closely with Trustpilot when necessary to resolve platform-related issues or concerns.

Reputation Management

• Develop and implement a comprehensive online reputation management strategy for GFT.
• Monitor GFT’s reputation across Trustpilot, Google Reviews, social media, forums, and other relevant platforms.
• Track brand sentiment and identify recurring customer concerns.
• Develop strategies to improve public perception and customer trust.
• Respond to negative feedback professionally and identify opportunities to turn dissatisfied customers into positive experiences.
• Escalate serious or recurring reputation issues to the appropriate internal teams.

Customer Feedback & Insights

• Analyze reviews and customer feedback to identify recurring issues, trends, and opportunities for improvement.
• Work with Customer Support, Operations, Marketing, and Product teams to address the root causes of negative feedback.
• Create regular reputation reports covering review volume, ratings, sentiment, recurring complaints, and key trends.
• Provide actionable recommendations to management based on reputation data.

Strategy & Growth

• Create campaigns and initiatives designed to encourage genuine customer reviews and improve review quality.
• Establish processes for requesting reviews from eligible and satisfied customers.
• Ensure review-generation activities remain compliant with Trustpilot policies and applicable guidelines.
• Develop strategies to maintain and improve GFT’s overall TrustScore and online reputation.
• Stay up to date with changes to Trustpilot policies, products, algorithms, and reputation-management best practices.

Required Qualifications

• Minimum 1 year of previous employment at Trustpilot is mandatory.
• 2+ years of experience in reputation management, online reputation, customer experience, Trustpilot management, or a related field.
• Strong understanding of Trustpilot’s platform, policies, tools, and review ecosystem.
• Experience managing or improving a company’s online reputation.
• Strong understanding of customer sentiment and review management.
• Excellent written and verbal communication skills.
• Ability to handle negative, sensitive, and potentially escalated customer feedback professionally.
• Strong analytical and problem-solving skills.
• Experience working with review analytics, customer feedback data, and reputation KPIs.
• Highly organized with strong attention to detail.
• Ability to work independently in a fast-paced, remote environment.

Highly Preferred

• Previous experience working with Trustpilot Business or Trustpilot’s business customers.
• Experience working directly with Trustpilot merchants/clients.
• Knowledge of Trustpilot’s internal review, moderation, compliance, or customer success processes.
• Experience in fintech, trading, prop firms, financial services, crypto, or other high-volume online businesses.
• Experience managing reputation for companies with large customer bases.
• Familiarity with Google Reviews and other major review platforms.
• Experience working with Customer Support and Marketing teams.

Key Performance Indicators (KPIs)

Success in this role may be measured through:

• Improvement in Trustpilot rating and TrustScore.
• Growth in the number of authentic positive reviews.
• Reduction in negative review volume and recurring complaints.
• Response rate and response time to reviews.
• Improvement in customer sentiment.
• Identification and resolution of recurring reputation issues.
• Growth in overall positive brand sentiment across review platforms.
• Effectiveness of reputation-management campaigns and initiatives.

What We’re Looking For

We are specifically looking for someone who understands Trustpilot from the inside.

Your previous experience at Trustpilot should allow you to bring knowledge that a standard Reputation Manager may not have -  including an understanding of how Trustpilot works internally, how businesses can effectively use the platform, how reviews are handled and moderated, and how to build a compliant and sustainable review strategy.

Previous Trustpilot employment of at least 1 year is a core requirement for this position.