Review Response Specialist

Widewail is a Burlington, Vermont-based startup solving a key problem for many businesses -how to efficiently and effectively deliver the very best customer service experience while simultaneously influencing prospective customers to choose their business. By integrating with our client’s business management systems, Widewail invites our client’s customers to review their recent experience, then monitors and responds to reviews on behalf of the businesses. These responses are expertly crafted to include key content that attracts new customers and improves overall local search rankings. By further collaborating with our clients, Widewail ensures that responses to negative reviews successfully address the customer’s feedback while encapsulating the client’s voice. Our client base is growing fast, and we are looking for additional team members to help us meet our growing demand by expanding our current product offerings and bringing new products to market.

Review Response Specialist

Review Response manager OR VP of Customer Success 

None

Customer Success

Specialist L1

Full-time, non-exempt

Remote (US) 

Minimal

October 2026 

• Response quality: every reply must be accurate, on-brand, correctly toned, and free of grammar and spelling errors. It publishes under the client’s name, not ours.
• Turnaround: responses delivered within the standard, every day, without a backlog building behind you.
• Negative review handling: difficult feedback addressed in a way that resolves the situation for the customer and protects the client.

• The quality and search-consciousness of every response you publish.
• Your daily throughput against the turnaround standard.

• The handling of negative reviews and comments, in direct partnership with the client.
• The confidentiality of the client and customer information you handle, in line with Widewail’s data handling standards.

• Writing responses to reviews and social comments across Google, Facebook, DealerRater, Cars.com, Edmunds, Yelp, CarGurus, and other platforms.
• Applying each client’s voice, guidelines, and content priorities.
• Incorporating SEO best practices into response content.

• Email and phone communication with clients in support of their online reputation.
• Recommending how a client could or should manage a difficult situation online.
• Escalating situations that need a manager or a client decision before they escalate on their own.

The Review Response Specialist is evaluated primarily on:

1. Response volume against the daily or shift standard.
2. Quality and audit score, measured through review of published responses.
3. Turnaround-time adherence and backlog age.
4. Revision and correction rate.
5. Handling of escalated negative reviews, measured through resolution and client feedback.

Specific standards and targets are set with your supervisor at hire and reviewed during the performance cycle.

• You are writing publishable responses for a defined set of clients, with review before publication.
• You know each of your clients’ voices, guidelines, and content priorities.

• You are working independently at the turnaround standard for your assigned book.
• You are handling routine negative reviews without escalation.

• You are at full volume, replying to 4000-4500 reviews per month , working difficult reviews with direct client contact.
• You have a point of view on what makes a response work, and you contribute it to the team.

• Writing judgment — you know the difference between a reply that closes a situation and one that inflames it, and you can tell which one you have just written.
• Voice discipline — you can hold someone else’s voice consistently across hundreds of responses, without letting your own leak through.
• Composure — you can read hostile, unfair, or upsetting feedback all day and still write something measured.
• Self-direction — you manage your own queue and your own deadlines without anyone checking on you.
• Attention to detail — grammar and spelling are not negotiable, because the client’s name is on it.
• Customer-service instinct — you default to resolving the problem rather than winning the argument.

• 1+ years of copywriting or content writing experience.
• Excellent written and verbal communication. Proper use of grammar and spelling is an absolute must.
• Familiarity with SEO and best practices for web content development.
• Understanding of online reputation management and common review platforms.
• Strong organizational skills and attention to detail.
• Demonstrated ability to work independently and manage deadlines.

• Associate’s degree or higher in marketing, communications, business, or a similar field, or equivalent experience.
• Automotive retail or dealer group experience.
• Experience writing in a brand-governed or regulated environment.

• Slack, Google Business Profile, Facebook, DealerRater, Cars.com, Edmunds, and Cargurus, plus the Widewail platform. 

Widewail is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need a reasonable accommodation to participate in the application or interview process, contact [alias] and we will work with you.

This job description describes the general nature and level of work expected in this role. It is not an exhaustive list of all duties, responsibilities, or qualifications, and it may be updated as the business evolves.