Offer summary

Qualifications:

At least 1 year of experience in a relevant role such as Community Manager or Social Media Manager., Strong English writing skills at a C1+ level, with the ability to express empathy and clarity., Familiarity with tools like Sprout, Hootsuite, or Zendesk for managing responses., Ability to handle negative feedback and represent the brand with emotional intelligence..

Key responsibilities:

Respond to user inquiries and feedback on social media platforms with empathy and clarity.

Process reviews on App Store, Google Play, and TrustPilot.

Identify user pain points and share insights with internal teams to improve the product.

Escalate complex cases and manage comments under paid campaigns.

Job description

At Promova, we’re redefining language education to make it accessible, personal, and effective for today’s fast-paced world. Our growing team of 150+ professionals is on a mission to connect people, bridge cultures, and empower lifelong learners—reaching every country except aggressor states (yes, even Antarctica).

We blend AI-driven innovation with human expertise to create tools that help people speak with confidence, embrace new cultures, and truly belong in any language. As part of our team, you’ll make a real impact, work in an environment built on care, quality, and creativity, and grow alongside a community that values progress.

With flexible work options, comprehensive benefits, and endless opportunities for growth, Promova is more than a workplace — it’s a movement.

If you’re ready to help reimagine language learning for today’s world, let’s do it together!

As a Customer Experience & Reputation Specialist, you’ll be the frontline voice of our brand, with a primary focus on handling inbound messages from users across global platforms. Your day-to-day will revolve around responding to user inquiries, feedback, and concerns with empathy, speed, and clarity. Rather than creating content or initiating outreach, you’ll support our community by actively listening, resolving issues, and sharing valuable user insights with internal teams to help improve the product and overall experience.

About You:

You have at least 1 year of experience in a relevant role (Community Manager, Social Media Manager, Reputation Specialist, or similar).
You’re confident in handling public communication on platforms like Facebook, Instagram, TikTok, Reddit, X (Twitter), etc.
Your English writing is strong C1+ — you express empathy, humor, and clarity, without falling back on templated replies.
You’re comfortable using tools like Sprout, Hootsuite, or Zendesk to manage and track responses.
You understand how to handle negative feedback, de-escalate tricky situations, and represent a brand with emotional intelligence.
You’re organized, self-driven, and work well in a collaborative team environment.
You handle each user interaction with care—balancing efficiency with a genuine, high-quality response.

Nice to Have:

Experience moderating or responding to reviews on App Store, Google Play, or TrustPilot.
Background in copywriting or creative content writing.
Experience contributing to tone-of-voice development or brand language projects.

Your Areas of Impact:

Respond to comments and inquiries on social media (FB, IG, Reddit, Quora, X) while adhering to the brand's tone-of-voice
Processing reviews on App Store, Google Play, TrustPilot
Processing comments under paid campaigns (SMM ads)
Escalating complex cases
Identifying pain points, transferring insights to the product and marketing teams

What We Offer:

A chance to become the public voice of a growing global brand—especially in Western markets.
Creative freedom to write witty, smart, and brand-authentic replies—beyond just support.
High trust: you’ll speak from your name, with autonomy and without micromanagement (within brand tone).
A fast-paced environment with an audience of 1M+ users monthly—where every message makes an impact.
A team that values empathy, humor, growth, and communication, with space to launch your own initiatives.
Room to grow into senior communications, brand, or strategy roles as you gain experience.

Corporate Benefits:

🎓 Growth — offered to help develop your skills, advance your career, and reach your full potential: compensation for additional training at external events and seminars; access to a large electronic library; paid online courses and conferences; Promova English Group; English Classes; Promova Speaking Club and access to Promova Premium.

🧘🏼 Wellbeing — offered to support your overall health, happiness, and resilience: work remotely from any safe location worldwide; flexible work schedule; 20 paid vacation days per year; an unlimited number of sick days medical insurance coverage; mental health support; power station reimbursement; employee discounts and special benefits for remote employees.

🏄🏼‍♂️ Fun&Activities — offered to foster informal communication and strengthen social connections among teammates: remote team compensation for gathering and team-building episodes.