Reputation Manager

Tapcheck•Plano, TX

2d•$60 - $75•Hybrid

About The Position

The Reputation Manager plays a critical role in protecting and strengthening Tapcheck’s public customer reputation. This entry-level role sits within the Customer Support organization and is responsible for monitoring and managing Tapcheck’s presence across social media, app stores, and public review platforms. The role ensures that customer feedback is addressed quickly, escalations are handled appropriately, and insights from reviews are translated into actionable improvements across the company. 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

1–3 years' experience in customer support, community management, marketing, 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

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
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
Run campaigns that encourage satisfied users to leave reviews and share their experiences
Partner with Marketing and Customer Success to highlight positive customer stories
Help improve Tapcheck’s App Store and review platform ratings
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
Track and report on key metrics such as:
Review volume
Average rating
Sentiment trends
Response SLAs
Provide monthly reputation insights and improvement recommendations