**About Javvy Coffee Company**

Javvy is a fast-growing company committed to delivering exceptional coffee experiences to our customers. We're on a mission to upgrade coffee routines with ultra-convenient, flavorful, better-for-you products. We first launched with our viral coffee concentrates and have been focused on innovating popular coffee products, making them healthier, without sacrificing flavor.

We're super passionate about the work we do and we're looking for a self-starter who values excellence, creativity, and a genuine passion for delivering the best in every cup.

Job Summary

Voice of the Customer (VOC) Specialist is responsible for overseeing Javvy Coffee's online reputation and ensuring a positive brand image through effective management of customer feedback, online reviews, and social media interactions. This role will involve actively monitoring review platforms, social media channels, and third-party review aggregators. You will also work closely with the Customer Experience team to resolve customer issues, mitigate negative sentiment, and foster long-term customer loyalty.

Key Responsibilities

1. Track Javvy Coffee's reputation across various online platforms, including social media, review websites, and industry-specific forums.

1. Regularly check and analyze customer sentiment to identify emerging trends, concerns, and potential PR risks.

1. Professionally respond to customer reviews on all platforms, including both positive feedback and negative complaints, with the goal of resolving issues and reinforcing customer loyalty.

1. Address complaints and other formal grievances with careful attention, ensuring that responses align with Javvy Coffee's brand voice, values, and customer-first philosophy.

1. Collaborate with relevant departments to resolve customer issues effectively and promptly.

1. Engage with customers in a timely, empathetic, and professional manner to maintain a positive brand perception.

1. Work with the Customer Experience Manager to develop proactive strategies to enhance Javvy Coffee's online reputation.

1. Identify key opportunities for encouraging satisfied customers to leave positive reviews, ensuring an authentic and diverse range of feedback.

1. Partner with the Marketing, Customer Support, and Product teams to align on messaging, resolve ongoing issues, and improve overall customer satisfaction.

1. Provide regular reports and insights to leadership regarding customer sentiment, trends in feedback, and any areas requiring attention or improvement.

1. Be prepared to act quickly and decisively in the event of a reputation crisis, addressing negative content, customer complaints, or PR issues with care and transparency.

1. Draft and execute clear communication strategies to mitigate damage to the brand's reputation.

1. Provide recommendations for improvements based on customer feedback and industry developments.

Requirements

1. 2+ years of experience in reputation management, social media management, or customer experience roles.

1. Experience handling escalated customer complaints

1. Strong understanding of online review platforms, social media, and reputation management tools.

1. Experience with Shopify, Recharge, and Okendo

1. Well-versed in managing public-facing service and product reviews

1. Excellent written and verbal communication skills with the ability to craft empathetic, professional responses.

1. Knowledge of crisis communication and experience handling customer complaints in a public setting.

1. Ability to work under pressure and manage multiple priorities.

PI262526524