Reputation Manager

Tapcheck•Plano, TX

1d•$65,000 - $85,000•Hybrid

About The Position

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.

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
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.

Nice To Haves

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

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 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: identify whether issues are product-driven, support-driven, or perception-driven, and recommend resource allocation accordingly

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.

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