About Widewail

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

Hiring in the following states: Arkansas, California, Colorado, Connecticut, Florida, Georgia, Maine, Massachusetts, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Texas, Utah, Vermont.

Position summary

The Review Response Specialist writes the replies that local businesses across the United States put in front of their customers. You respond to online reviews and social comments on our clients’ behalf — thoughtfully, professionally, and with search visibility in mind — protecting and strengthening their reputation with every response.

This is a production seat with a craft standard: real volume, real deadlines, and no room for a careless sentence. You are writing in someone else’s voice, in public, about their business.

You are part of a team, but most of the day-to-day work is self-directed. You will also work directly with clients by email and phone on negative reviews and difficult situations. Standard working hours are 8:30-5 pm EST, with some rotating weekend coverage expected, not exceeding 40 hours per week. 

Responsibilities

Accountable for:

• 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.

Lane 1: Response production

OWNS:

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

RUNS:

• 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.

Lane 2: Negative reviews and client partnership

OWNS:

• 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.

RUNS:

• 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.

Performance measures

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.

First 90 days

By 30 days

• 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.

By 60 days

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

By 90 days

• 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.

Core competencies

• 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.

Qualifications

Required

• 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.

Preferred

• 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.

Tools and systems

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

Compensation and benefits

$19.50–$24.50 per hour, depending on experience. Widewail benefits include:

• Medical, dental, and vision coverage, with HSA, FSA, and dependent care account options
• Company-funded Lifestyle Spending Account
• 401(k) with employer match
• Paid parental leave
• Combined time off and paid holidays
• Remote-first working environment

Hiring in the following states: Arkansas, California, Colorado, Connecticut, Florida, Georgia, Maine, Massachusetts, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Texas, Utah, Vermont.

Equal opportunity

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.

Closing scope statement

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.