Reputation Manager

Role Overview

• Monitor Tapcheck reviews across platforms including App Store, Google Play, Trustpilot, G2, BBB and social media channels.
• Respond to customer reviews and comments in a timely, empathetic, and brand-aligned voice.
• Identify and escalate urgent customer issues to Customer Support or relevant teams.
• Track recurring complaints or trends and flag them for operational improvement.
• Establish and maintain Tapcheck's official brand voice across all public-facing review and social platforms.
• Create and update response frameworks, escalation criteria, and response SLAs for different categories of public feedback.
• Determine when to offer compensation, credits, or public remediation based on issue severity and reputational impact.
• Investigate recurring complaints or patterns in reviews to identify root causes.
• Partner with internal teams to drive solutions that prevent future customer issues.
• Ensure that customer feedback leads to systemic improvements, not just one-off responses.
• Track repeat issues and work with teams to ensure long-term resolution.
• Monitor social channels and review platforms for customer sentiment and emerging issues.
• Identify opportunities to improve Tapcheck's reputation through proactive engagement.
• Maintain internal dashboards tracking review ratings, sentiment trends, and response times.
• Determine what constitutes a reputational risk to the company and assess severity independently.
• Decide when to escalate issues to Legal, PR, or leadership based on risk level and public visibility.
• Make independent judgment calls on sensitive or high-visibility public responses.
• Own the crisis-tier classification process: assess whether an issue is contained, emerging, or full-crisis and activate the appropriate response.
• Design, own, and execute campaigns that encourage satisfied users to leave reviews and share their experiences.
• Choose target segments, messaging, timing, and channels for review generation and reputation campaigns.
• Set strategy for improving public ratings and evaluate campaign effectiveness independently, adjusting approach based on results.
• Aggregate customer feedback and provide recurring summaries to Product, Support, and Customer Success teams.
• Identify patterns in feedback that could indicate product issues, support gaps, or operational opportunities.
• Participate in cross-department meetings to represent the voice of the customer.
• Decide which product or operational issues require formal escalation and cross-functional follow-through.
• Make formal recommendations to leadership on where the company should invest in fixing reputation-impacting issues.
• Track and report on key metrics such as review volume, average rating, sentiment trends, response SLAs.
• Provide monthly reputation insights and improvement recommendations.
• Analyze sentiment trends and make independent business recommendations: identifying whether issues are product-driven, support-driven, or perception-driven, and recommending resource allocation accordingly.

Requirements

• 2–4 years' experience in customer support, community management, reputation management, or social media.
• Strong written communication skills with an ability to respond clearly and empathetically.
• Highly organized with strong attention to detail.
• Comfortable managing multiple platforms and responding to high volumes of feedback.
• Strong problem-solving mindset with curiosity to investigate underlying issues.
• Ability to connect individual customer feedback to broader product or operational improvements.
• Passion for improving systems and experiences, not just resolving individual cases.
• Demonstrated ability to exercise independent judgment on customer-facing communications and escalation decisions.
• Comfort making prioritization decisions with incomplete information.
• Preferred: Experience responding to reviews or managing social media communities.
• Familiarity with Zendesk, Intercom, Sprout Social, or reputation management tools.
• Experience working in fintech, HR tech, or B2B SaaS environments.

Benefits

• Flexible PTO. No accrual caps, no counting days. Take the time you need.
• 10 paid holidays. Including both Christmas Eve and New Year's Eve.
• Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.
• FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).
• 401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days.
• A team that lives its values. Humility, grit, and a genuine drive to raise the bar — every day.