Maximus HQ'd is in Santa Monica, CA USA. This role is available fully Remote (US/CAN)

No Agencies

About Maximus

Maximus (https://www.maximustribe.com/) is a mission-driven consumer performance medicine telehealth company that provides men and women with content, community, and clinical support to optimize their health, wellness, and hormones. Maximus has achieved profitability, 8-figure ARR, and is doubling year over year - with a strong cash position. We have raised $15M from top Silicon Valley VCs such as Founders Fund and 8VC as well as leading angel investors/operators from companies like Bulletproof, Tinder, Coinbase, Daily Stoic, & Shopify.

About the Role

We are seeking a Brand Reputation Specialist to serve as the front line of our public facing customer experience. This role monitors and responds to customer feedback across all reputation platforms: Better Business Bureau (BBB), Trustpilot, social media, and our Discord community to ensure every client interaction reinforces our commitment to premium service and effective problem resolution.

This individual contributor role requires exceptional judgment, empathy, and communication skills. You'll be trusted to resolve service issues autonomously, maintain our brand voice in public forums, and turn frustrated clients into advocates through genuine problem solving. This is a critical role for protecting and elevating Maximus's reputation as we scale.

Key Responsibilities

Monitoring & Response (70%)

• Monitor and respond to all customer feedback across BBB, Trustpilot, social media platforms, and Discord within 24 business hours (target: <12 hours)

• Craft empathetic, professional, HIPAA-compliant responses that address client concerns while maintaining Maximus's performance-driven brand voice

• Serve as the public face of Maximus customer care, setting the standard for how we engage with clients in visible forums

• Redirect all clinical or medical questions directly to the client's prescribing physician; this role will handle service issues only

• Active participation in voice of customer discussions with internal cross functional stakeholders

Problem Resolution & Service Recovery (20%)

• Investigate service issues thoroughly and implement effective solutions including refunds, credits, and order expediting

• Initially collaborate with manager to develop escalation recommendations; grow into autonomous decision-making authority

• Guide clients through resolution processes with clear communication and follow-through

• Request review amendments when issues are genuinely resolved (no pressure tactics or score negotiation)

• Document resolution patterns and identify recurring friction points for cross-functional improvement

Escalation & Insights (10%)

• Immediately escalate potential PR crises or viral negative posts to Operations Lead and Head of Marketing

• Flag systemic product, service, or operational issues to appropriate internal teams

• Provide regular sentiment trend reports highlighting patterns in customer feedback

• Maintain detailed case documentation for pattern recognition and continuous improvement

Qualifications

Must-Haves

• 3+ years of customer service or reputation management experience in healthcare, DTC wellness, telehealth, or other regulated industries

• Proven writing ability under pressure: empathetic, clear, professional tone that de-escalates conflict in public forums

• HIPAA compliance knowledge: Understanding of protected health information (PHI) requirements for public communication

• Track record managing public-facing brand reputation through reviews, social media responses, or community management

• Autonomous problem-solver: Comfortable making judgment calls with incomplete information and ambiguous situations

• Emotional intelligence: Ability to read between the lines of customer frustration and identify root causes

Technical Skills

• Proficiency navigating multiple platforms: BBB, Trustpilot, social media management tools, Discord

• Experience with CRM systems and ticketing platforms for escalation tracking

• Strong documentation habits for identifying and communicating patterns

Soft Skills

• Exceptional empathy paired with performance-driven mindset aligned with our client base

• Ability to translate customer frustration into actionable internal feedback without defensiveness

• Sound judgment distinguishing routine service recovery from crisis escalation scenarios

• Resilience handling emotionally charged interactions while maintaining professionalism

What Success Looks Like

90-Day Performance Benchmarks:

• Response time: <24 business hours across all platforms (target: <12 hours)

• Resolution rate: Majority of issues resolved without escalation to senior leadership

• Review amendment rate: Measurable percentage of resolved negative reviews amended by satisfied clients

• Platform rating improvement: Demonstrable increase in BBB/Trustpilot scores

• Customer satisfaction: Positive feedback on response quality and resolution effectiveness

Growth Trajectory:

• Months 1-3: Shadow escalations, build platform expertise, develop response templates with manager guidance

• Months 4-6: Gain autonomous authority for service recovery decisions, refine judgment on crisis vs. routine issues

• Months 7-12: Own reputation management strategy recommendations, identify systemic improvements, mentor future team members

Why Join Us

• Serve as a critical voice protecting and elevating Maximus's reputation during rapid growth

• Directly impact client satisfaction and retention for a company helping thousands optimize their health

• Build expertise at the intersection of healthcare compliance, customer experience, and reputation management

• Grow from guided problem-solving to autonomous decision-making authority

• Collaborate with a mission-driven team focused on human performance and longevity

Compliance & Training

This role involves access to protected health information (PHI) and operates in public forums where HIPAA violations could occur. Comprehensive training on compliant public response protocols will be provided. All communications must adhere to strict guidelines protecting client privacy while resolving service issues effectively.

Interview Process Note

Candidates will be required to complete a mock customer de-escalation as part of the interview process. We will be using AI to role play.

World-Class Benefits:

• Full Suite: Medical, Dental, Vision, Life Insurance

• Flexible vacation/time-off policies

• Liquidity of options whenever available

• Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)

Maximus is an equal opportunity employer, which not only includes standard protected categories, but the additional freedom from discrimination against your free speech and beliefs, as long as they are aligned with company values. We celebrate intellectual diversity.

Note: We utilize AI note-taking technology during our interview sessions to ensure we capture all answers and details accurately. Candidates are also encouraged to use AI note-takers for their own records if they wish.