Reputation Manager

Reputation Manager ABOUT THE JOB: 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 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 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 Customer Advocacy & Campaigns - 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 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 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 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: - 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 operati ... (truncated, view full listing at source)