Customer Reputation Specialist

About Us

Vacier is an international direct-to-consumer (D2C) brand focused on thoughtfully designed jewelry, originally built for men and now expanding into women’s collections as well. We sell minimalist, functional, and versatile pieces worldwide, shipping from our logistics partners in Europe, the USA, and Australia. In recent years, we have expanded our product lines and markets significantly, and in 2026 we are continuing this momentum through new collaborations, operational improvements, and expansion into additional countries. Customer experience plays a central role in how we scale and protect our brand.

About The Role

We are looking for a Customer Reputation Lead to take ownership of Vacier’s public customer reputation across review platforms, social media, and relevant online communities.

This is a hands-on role focused on monitoring public sentiment, managing negative escalations, protecting customer trust, and turning public customer feedback into meaningful improvements across the business. You will be responsible for ensuring that Vacier’s public customer communication consistently reflects our CX standards while identifying and addressing potential reputation risks before they escalate.

The role requires someone who is comfortable operating independently in situations where judgment, discretion, and communication quality are critical. You will investigate individual cases, communicate directly with customers where appropriate, identify broader patterns in public feedback, and work with internal teams to address recurring issues.

This is a full-time role and requires availability to visit our Sarajevo office 2–3 times per week.

Some of your responsibilities will include:

• Monitoring and managing customer reviews across platforms such as Trustpilot, Judge.me, Google, and other relevant review channels.
• Independently investigating and handling negative reviews and public escalations from initial assessment through resolution and appropriate follow-up.
• Managing review publishing, reporting, moderation, and removal processes in accordance with the rules and requirements of each platform.
• Writing and overseeing public responses to positive, negative, sensitive, and high-impact customer feedback.
• Monitoring social media, Reddit, forums, and other relevant public channels for emerging negative sentiment, recurring customer concerns, or potential reputation risks.
• Identifying high-risk or potentially escalating situations and coordinating appropriate responses with the CX Lead and Management.
• Tracking reputation metrics, review trends, sentiment, recurring complaints, and other relevant indicators, and providing structured internal reporting.
• Identifying patterns in negative feedback and translating them into actionable recommendations for Customer Support, Product, Operations, Marketing, and other relevant teams.
• Working with internal teams to improve processes, policies, and customer communication based on recurring public feedback.
• Developing and maintaining best practices for reputation management, public escalation handling, customer recovery, and sensitive communications.
• Maintaining appropriate documentation of significant reputation cases, recurring issues, and actions taken.

You have the following:

• Previous professional experience in customer experience, customer support, reputation management, community management, communications, or a closely related field.
• Hands-on experience managing online customer reviews and public customer escalations, preferably across platforms such as Trustpilot, Google, Judge.me, or similar review channels.
• Excellent written English, with the ability to communicate clearly, naturally, empathetically, and professionally in public-facing situations.
• Strong judgment and discretion when handling sensitive, emotional, or potentially high-impact customer situations.
• The ability to remain calm and solution-oriented when dealing with public criticism, difficult customers, or situations that may attract further attention.
• Strong investigative and problem-solving skills, with the ability to review customer history, internal information, and case details before determining an appropriate response.
• Strong analytical skills and the ability to identify patterns and trends across large volumes of customer feedback.
• Experience with social listening, online communities, social media monitoring, or similar reputation-monitoring activities is highly valuable.
• A strong understanding of how public customer communication can influence brand perception, customer trust, and long-term reputation.
• A high level of ownership, independence, and reliability, with the ability to manage sensitive cases without requiring constant supervision.
• Strong cross-functional communication skills and the ability to turn customer feedback into clear, actionable recommendations for other teams.
• A customer-first mindset combined with the ability to make objective, commercially sensible decisions rather than simply agreeing with every customer request.

Reporting & Collaboration

The role reports to the CX Lead, who retains overall ownership of Vacier’s customer experience strategy and standards.

The Customer Reputation Lead independently owns day-to-day reputation management, including monitoring, investigation, public communication, and follow-up. High-impact, sensitive, legally relevant, or strategically important cases should be escalated to the CX Lead and Management when necessary.

The role will collaborate closely with Customer Support, Product, Operations, Marketing, and other relevant teams to ensure that public customer feedback is not only addressed externally, but also used to improve the underlying customer experience.

Success in the Role

Success will be measured not only by improvements in review scores, but by the ability to prevent reputation issues from escalating, recover negative customer experiences, identify emerging risks early, and turn public customer feedback into meaningful improvements across the business.

This includes maintaining consistent and high-quality public communication, resolving sensitive cases with sound judgment, identifying recurring issues before they become larger reputation problems, and ensuring that important customer feedback reaches the teams capable of addressing its underlying cause.

What We Offer

• Paid Time Off and flexibility in combining work from home with work in the office.
• Competitive salary and increases based on performance and responsibilities.
• Regular online and in-person team building and social events.
• Opportunity to grow professionally and be valued in a collaborative, mindful, and innovative work environment.
• The opportunity to take ownership of a function that has a direct impact on Vacier’s customer trust and public brand reputation.
• Participation in internally organized workshops and opportunities to expand the knowledge and skills relevant to customer experience, reputation management, operations, and the wider e-commerce business.

Why should you apply?

This is an opportunity to take meaningful ownership of how Vacier is perceived by its customers in public. You will not simply be responding to reviews — you will have the opportunity to shape Vacier’s approach to reputation management, customer recovery, and public escalation handling.

You will work closely with teams across the business and have visibility into recurring customer concerns, operational issues, and opportunities for improvement. Your work will directly influence how we respond to difficult situations, protect customer trust, and improve the experiences that lead to those situations in the first place.

As Vacier continues to grow internationally, the importance and scope of reputation management will grow with it. This role offers the opportunity to build strong expertise in a function that sits at the intersection of customer experience, communications, analytics, brand reputation, and business improvement, with increasing ownership as the function develops.

When applying, please confirm you’ve read & understood everything by adding “Royal Hamster” at the beginning of your cover letter.

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