Reputation Manager

About the Job The Reputation Manager plays a critical role in protecting and strengthening Tapcheck's public customer reputation. This role sits within the Customer Support organization and is responsible for establishing, owning, and evolving Tapcheck's presence across social media, app stores, and public review platforms. The Reputation Manager determines how the company responds to public feedback, sets the policies and frameworks that govern reputation response, and exercises independent judgment on escalation and risk decisions. This role is not just responsible for identifying issues but solving them. The ideal candidate has a problem-solver mindset and enjoys digging into feedback to uncover root causes, working with internal teams to drive improvements that create better outcomes for all customers, not just the individual review being addressed. The Reputation Manager will work cross-functionally with Support, Customer Success, Product, Marketing, and Operations to ensure the voice of the customer drives meaningful improvements across the Tapcheck experience. This is a hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week  What You’ll Do:   Customer Reputation Management - 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 Root Cause Analysis & Problem Solving - 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 Social Listening & Customer Sentiment - 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 Escalation & Risk Decisions - 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 Customer Advocacy & Campaigns - 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 Cross-Team Feedback Loop - 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 Reputation Reporting - 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: identify whether issues are product-driven, support-driven, or perception-driven, and recommend resource allocation accordingly Success in this role will be measured by: - Improved public review ratings across platforms - Response time to reviews and public comments - Volume of positive customer advocacy and reviews generated - Clear internal reporting on customer sentiment and feedback - Demonstrated improvements driven from customer feedback insights What You’ll Bring:   - 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 At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already posse...

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