The King Difference

This is not just a social media moderation role where you copy and paste templated replies.

This is a reputation management role where your words, your judgement and your ability to resolve issues directly shape how King Living is perceived across every review and social platform it operates on. You will respond to customers across Trustpilot, ProductReview, Google, Facebook, Instagram, TikTok and more — turning difficult experiences into positive outcomes, pursuing the removal of reviews that breach platform guidelines, and using AI tools to manage volume without ever losing the quality and warmth of a genuinely on-brand response.

You will work closely with Customer Service, Warranty, Delivery and Marketing teams to route issues to the right place and follow through to resolution — and you will report back the themes and trends you see every day to help King Living get better at the things that matter most to customers.

If you are a customer-obsessed communicator with strong brand instincts, sound judgement under pressure, and a genuine interest in AI-enabled efficiency — this is the role for you.

What You Will Own

Reviews & Social Response
Respond to reviews and social interactions promptly and on brand — acknowledging every unhappy customer, routing issues to the right team, and following through to closure.

AI-Enabled Productivity
Use AI to draft responses, manage volume and create efficiencies across all platforms — keeping replies accurate, on brand and genuinely human.

Issue Routing & Resolution
Identify and escalate issues raised across reviews and social to operations, warranty and delivery teams — driving customer-positive outcomes that turn experiences around.

Reputation & Rating Management
Run activity that lifts review volume and scores across platforms — and pursue the removal of reviews that breach platform guidelines through the correct channels.

Community Engagement
Engage the social community through posts, comments and conversation in line with King Living's brand tone — building positive sentiment and lasting relationships.

Platform Management & Insight
Manage and maintain presence across all review and social platforms — and capture themes and trends to report recurring issues that inform service and product improvement.

Who You Are
You will likely come from a brand reputation, social media or customer service role — ideally with experience managing reviews and community interactions for a consumer brand. What matters most is your written communication, your customer service instinct, and your ability to stay calm, on brand and genuinely helpful when conversations get difficult.

You are a customer-obsessed communicator who takes genuine pride in every response — and understands that a single reply can turn a critic into a lifelong advocate.

• Experience managing reviews and social media for a brand, ideally in a customer service or reputation context
• Excellent written communication — able to write on brand and handle sensitive interactions with calm and care
• Confident using AI tools to draft, prioritise and manage responses at volume while maintaining quality and brand tone
• Strong customer service instinct and sound judgement on when and how to escalate
• Familiar with review and social platforms and their guidelines, including dispute and removal processes
• Able to engage communities and build positive sentiment across a range of channel personalities
• Organised and responsive — able to manage high volumes across multiple channels simultaneously
• Collaborative — comfortable working across customer service, operations, warranty, delivery and marketing teams

AI at King Living
King Living is actively embracing AI across the business to remove friction, increase visibility and accelerate decision making. We are looking for people who are curious, open-minded and excited by the opportunity to use AI and emerging technologies to improve efficiency, automate repetitive tasks and create more time for creative thinking and innovation. You do not need to be an AI expert — but you should have the mindset and willingness to adopt new tools that help us move faster and work smarter.

Why People Join King Living — And Stay

An Iconic Australian Brand
Since 1977, King Living has redefined Australian furniture design. With showrooms across Australia, New Zealand, the UK, Canada, Singapore, Malaysia, the USA, China and Thailand — you will be protecting and shaping the reputation of a genuinely global premium brand.

Visible Impact
A role where your work is directly visible — every response, every rating improvement, every customer turned around is a measurable outcome you can point to.

Career Growth
Clear pathways into senior or lead reviews and social roles, customer experience, community management or customer service operations as the function grows.

Daily Perks
Freshly brewed coffee from our onsite barista — every day.

Convenience
Complimentary onsite parking at our Design & Support Centre, including EV charging facilities.

Generous Discounts
Employee and family & friends discounts on our full premium product range.

A Team That Backs You
A supportive, values-driven environment with paid parental leave, an EAP program and regular team events.

About King Living
King Living is a family-owned Australian design company with a global footprint and a reputation for innovation, craftsmanship and timeless design. Everything we do is guided by four values: Passion. Integrity. Collaboration. Innovation. These are not words on a wall — they shape how we lead, create and grow.

Our hiring decisions are based not only on experience and skills, but on mindset, attitude and alignment with our values. King Living is an equal opportunity employer. All applicants will be considered regardless of race, sexuality, religion, colour, gender identity or parental status.

Ready to protect and grow the reputation of one of Australia's most iconic design brands? We'd love to hear from you.