Customer Rep Lead - HYBRID

At ReachMobi, you’ll have the chance to shape the user experience for millions of people. By tackling user key pain points, you’ll contribute to meaningful, lasting improvements in how users interact with mobile technology. 

We are seeking a proactive and data-driven Customer Representative to join our team. This role focuses on identifying and addressing our users’ biggest pain points, analyzing trends in complaints and feedback, and implementing strategies to improve user satisfaction. You will also spearhead efforts to engage with users across various platforms and ensure their concerns are addressed promptly and effectively. 

Key Responsibilities:

Brand Presence & Organic Growth:

• Own and evolve brand presence across web, social media, and app stores with a growth mindset.
• Develop and execute agile, data-driven organic growth strategies to drive high-impact user acquisition and engagement.
• Optimize communication channels for seamless, scalable, and personalized user interactions.
• Leverage rapid experimentation and A/B testing to iterate quickly and maximize reach.

SEO & ASO Strategy:

• Optimize app discoverability through best-in-class ASO and SEO strategies.
• Implement growth hacking techniques to increase app store visibility and conversion rates.
• Stay ahead of algorithm changes and pivot strategies dynamically to maintain top rankings.

User Engagement & Customer Support:

• Drive user-centric engagement by analyzing app reviews, ratings, and support interactions to uncover actionable insights.
• Build a proactive, community-driven approach by engaging users across Reddit, Twitter, app stores, and forums.
• Create scalable feedback loops that enable rapid product iteration and customer-driven innovation.
• Partner with design, product, and engineering teams to optimize the user journey and self-service options.

Data-Driven Insights & Growth Tracking:

• Leverage real-time analytics to track sentiment trends and user behavior, driving data-backed decision-making.
• Segment and analyze user cohorts to uncover growth levers and personalization opportunities.
• Drive K-factor (user referrals) by strategizing referral programs and word-of-mouth growth initiatives.

Content & Digital Strategy:

• Develop and execute a high-impact content strategy that drives brand awareness and user engagement.
• Ensure a cohesive, compelling brand voice across all digital touchpoints.
• Build strategic partnerships and leverage influencer marketing to amplify reach and accelerate growth.

Leadership & Mentorship: 

• Act as a player-coach, mentoring and empowering team members while remaining hands-on.
• Foster a culture of innovation, collaboration, and continuous learning.
• Champion agile workflows and cross-functional alignment to drive efficiency and execution speed.

What You’ll Need:

• 2-4 years of experience in fast-paced environments focused on customer support, SEO, ASO, and audience scaling.
• Proven track record of developing and executing organic growth strategies.
• Strong understanding of Google Play Store algorithms, compliance, and growth marketing best practices.
• Ability to balance creative storytelling with analytical rigor, turning insights into impactful strategies.
• Familiarity with web-building platforms like WordPress and Squarespace.
• Experience with ASO tools such as Apptweak and content creation across social platforms (Facebook, Instagram, X, LinkedIn, etc.).
• A passion for enhancing user experience and a strong reputation for reliability and excellence.
  

Why ReachMobi?

• We offer a fun, work hard – play hard culture
• No dress code policy! Wear your flip flops and shorts in the summer
• Hybrid schedule
• Unlimited Paid Time Off along with 10 paid holidays
• 401k match up to 4%, Health/Vision/Dental, Flexible Spending Accounts 
• Life Insurance, AD&D, STD and LTD 100% employer paid
• Sponsorship available
• Complimentary snacks, beverages, beer fridge, as well as catered lunches
• Located next to world-class shopping and restaurants
• Regular company-sponsored social events to connect with your team and fellow colleagues! - check out our Instagram to see more
• This is an opportunity to be with an industry leading company that continues to experience tremendous growth