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 se...