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.

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
• 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
• Maintain social listening dashboards tracking review ratings, sentiment trends, and response times
• Determine what constitutes a reputational risk to the company and assess severity independently
• 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
• Select target segments, messaging, timing, and channels for review generation and reputation campaigns
• Evaluate campaign effectiveness independently, adjusting approach based on results
• Agregate 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

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
• 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

About Tapcheck

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

About Us

Tapcheck is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit 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.