Review Response Specialist

S olving 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

Position Title

Review Response Specialist

Review Response manager OR VP of Customer Success

Direct Reports

None

Department

Customer Success

Level

Specialist L1

Status

Full-time, non-exempt

Location

Remote (US)

Travel

Minimal

Compensation

$19.50–$24.50 per hour, depending on experience

Last Reviewed

October 2026

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

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.

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, Dealer Rater, , Edmunds, Yelp, Car Gurus, and other platforms.
• Applying each client’s voice, guidelines, and content priorities.
• Incorporating SEO best practices into response content.

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 escalated on their own.

The Review Response Specialist is evaluated primarily on:

• Response volume against the daily or shift…