Reputation Manager

Tapcheck; Plano (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

Tapcheck is seeking a Reputation Manager to protect and strengthen its public customer reputation within the Customer Support organization. The role focuses on shaping Tapcheck’s presence across social media, app stores, and public review platforms.

You will monitor reviews, respond in a brand‑aligned voice, establish response frameworks, and determine when to offer remediation or compensation, while escalating urgent issues to the right teams.

Qualifications

• 2–4 years’ experience in customer support, community management, reputation management, or social media.
• Strong written communication with an empathetic, brand-aligned tone.
• Highly organized with strong attention to detail.
• Experience managing multiple platforms and high volumes of feedback.
• Ability to connect customer feedback to broader product or operational improvements.
• Independent judgment in customer-facing communications and escalation decisions.
• Passion for improving systems and experiences, not just resolving individual cases.

Responsibilities

• 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 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 reputational risk 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 containment vs. emerging vs. full‑crisis
• Design, own, and execute campaigns that encourage reviews and positive advocacy
• Choose target segments, messaging, timing, and channels for review generation
• Set strategy for improving public ratings and evaluate campaign effectiveness independently

Skills

Customer support experience

Social media management

Written communication

Organizational skills

Problem-solving

Cross-functional collaboration

Decision making

Prioritization

Tools

Zendesk

Intercom

Sprout Social

Job description

Tapcheck is looking for a Reputation Manager to protect and strengthen its public customer reputation. The 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 policies and frameworks that govern reputation response, and exercises independent judgment on escalation and risk decisions.

What You’ll Do

• 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 escalade 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 possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

Compensation

$65‑85K. The actual base salary will depend on numerous factors such as location, experience, training, knowledge, and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position they understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company’s discretion to determine what pay is provided to a candidate within the range associated with the role.

Equal Employment Opportunity Policy

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.