Customer Trust & Reputation Analyst

We’re growing! Don’t miss your chance to join a global team that's transforming the way people travel as a Customer Trust & Reputation Analyst. (Customer Service)

About iVisa

At iVisa we believe that traveling should be simple. That’s why over 1 million travelers have chosen us to facilitate their passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 80% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!

Our values guide how we work every day: Deliver Customer Outcomes with Excellence, Simplify, Work Smart Using AI, Automation & Data, Continuously Learn & Improve, Move Fast, and Own It, Together.

About The Role

As a Online Reputation Analyst, you will protect and strengthen iVisa’s online reputation by managing public feedback, resolving high-impact customer situations, and generating actionable insights that improve customer experience, prevent reputational risk, and reinforce customer trust.

Why iVisa
Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
Truly remote-first work environment: work from anywhere or everywhere - we encourage global travel.
Access to continuous learning and cutting-edge AI tools, supported by dedicated budgets for professional development
Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
Rest and Relaxation: We offer flexible PTO for all employees.

As a Online Reputation Analyst at iVisa, you will make an impact by:
Actively protecting and strengthening iVisa’s public image by monitoring and managing reviews, comments, and brand mentions across public review platforms and social media channels.
Ensuring consistent, timely, and brand-aligned responses to both positive and negative customer reviews, reinforcing trust and transparency with our users.
Leading the resolution of complex, sensitive, or high-risk reputation cases, preventing escalation and minimizing negative public exposure.
Applying negotiation and customer recovery strategies that turn negative experiences into improved outcomes, including review updates or removals when appropriate.
Detecting and escalating critical or potentially viral issues early, enabling fast cross-functional response and reputational risk containment.
Transforming customer feedback, sentiment, and reputation data into actionable insights by identifying trends, root causes, and improvement opportunities.
Owning online reputation reporting and KPIs, including sentiment evolution, win rates, response performance, and follow-up on corrective actions.
Collaborating closely with Customer Support, Product, Operations, and Marketing teams to resolve recurring issues and improve end-to-end customer experience.
Supporting, in specific scenarios, the resolution of complex internal Customer Care cases before they reach public exposure, contributing to early intervention and prevention of reputational risk.
Proactively identifying customer experience gaps and reputational risks, and proposing corrective and preventive actions grounded in data and customer insights.
Contributing to the continuous improvement and standardization of best practices for online reputation management and customer trust.

What makes you a great fit for this role:
Bachelor’s degree in Communications, Marketing, Business, Psychology, or related fields
2+ years of experience in online reputation management, customer experience, trust & safety, or similar roles.
Proven experience handling complex, sensitive, or high-risk customer cases.
Advanced Excel-Google Sheets skills
Strong ability to analyze customer feedback and reputation data to identify trends and root causes.
Experience collaborating cross-functionally to drive improvements based on customer insights.
Demonstrated negotiation and customer recovery skills.
Fluency in English (written and spoken) with excellent communication skills

iVisa is committed to building a diverse, inclusive, and respectful workplace. We provide equal employment opportunities to all and do not discriminate on the basis of race, gender identity, age, sexual orientation, religion, national origin, disability, or any other protected characteristic.

Nível de experiência
Júnior
Tipo de emprego
Tempo integral
Função
Atendimento ao Cliente
Setores
Tecnologia da informação e serviços