Online Reputation Analyst

We’re growing! Don't miss the opportunity to be part of our global team as our Online Reputation Analyst.

About us:

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!

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.
• Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings.
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health.
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
• 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 PTO for all employees and Unlimited PTO for managers and above.

As an Online Reputation Analyst, you'll be responsible for:

• Actively manage social media and review platforms to monitor and respond to user comments, messages, and reviews, ensuring a positive company image.
• Collaborate with the customer support team to address complex or critical cases that may affect the company's reputation.
  
• Analyze data and metrics related to online reputation to identify opportunities for improvement and data-based decisions.
• Work closely with other teams such as product, fulfillment, and marketing to execute improvement action plans.
• Develop strategies to improve the customer experience and foster the loyalty of users who have negatively impacted their customer journey.
• Demonstrate empathy, connection, and determination to always provide the best user experiences, ensuring a positive company image online.

What will make us choose you?

• Previous experience in hospitality/customer success/customer loyalty / online reputation management or similar, preferably in the visa and travel document processing industry.
• Data analysis skills to create and interpret reports and metrics. Build data-based action plans.
• Ability to identify improvement opportunities from the analyzed data and scale them effectively within the organization.
• Excellent communication, and empathy to interact with users effectively and positively.
• Determination and commitment to ensure the best experience for users, even in negative situations, demonstrating a proactive and resolution-oriented attitude.
• Problem-solving skills and proactiveness are a must.

iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.