Reputation Manager

About the role

The is entrusted with the strategic oversight of the company's public perception across digital customer touchpoints. This role owns the end-to-end management of Tapcheck's presence on social media, app stores, and public review platforms, shaping how the brand is seen by both prospects and customers. The hire will establish the policies, frameworks, and independent judgment that define how the company listens to, responds to, and learns from public feedback. This is a problem-solving position where the ideal candidate digs into the root causes behind reviews and partners cross-functionally to drive systemic improvements rather than isolated replies. The Reputation Manager will ensure that the voice of the customer is translated into concrete actions that improve outcomes for all customers, not just the loudest ones.

Key facts

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 while maintaining consistency across all public channels.

Identify and escalate urgent customer issues to Customer Support or relevant teams, ensuring that critical situations receive immediate attention.

Track recurring complaints or trends and flag them for operational improvement, turning individual incidents into catalysts for broader change.

Establish and maintain Tapcheck's official brand voice across all public-facing review and social platforms to reinforce trust and clarity.

Create and update response frameworks, escalation criteria, and response SLAs for different categories of public feedback to standardize best practices.

Determine when to offer compensation, credits, or public remediation based on issue severity and reputational impact, balancing empathy with policy.

Investigate recurring complaints or patterns in reviews to identify root causes, using data and qualitative insights to inform solutions.

Partner with internal teams to drive solutions that prevent future customer issues, aligning product, support, and operations on shared goals.

Ensure that customer feedback leads to systemic improvements, not just one-off responses, by following through on implemented changes.

Track repeat issues and work with teams to ensure long-term resolution, reducing the volume of recurring complaints over time.

Monitor social channels and review platforms for customer sentiment and emerging issues, staying ahead of potential reputation risks.

Identify opportunities to improve Tapcheck's reputation through proactive engagement, turning neutral observers into active advocates.

Maintain internal dashboards tracking review ratings, sentiment trends, and response times to provide clear visibility into performance.

Determine what constitutes a reputational risk to the company and assess severity independently, using judgment to prioritize actions.

Decide when to escalate issues to Legal, PR, or leadership based on risk level and public visibility, protecting the brand at critical moments.

Make independent judgment calls on sensitive or high-visibility public responses, ensuring alignment with company values and stakeholder expectations.

Own the crisis-tier classification process, assessing whether an issue is contained, emerging, or full-crisis and activating the appropriate response.

Design, own, and execute campaigns that encourage satisfied users to leave reviews and share their experiences, amplifying positive sentiment.

Choose target segments, messaging, timing, and channels for review generation and reputation campaigns to maximize impact and relevance.

Set strategy for improving public ratings and evaluate campaign effectiveness independently, adjusting approach based on measured results.

Aggregate customer feedback and provide recurring summaries to Product, Support, and Customer Success teams to keep stakeholders informed.

Identify patterns in feedback that could indicate product issues, support gaps, or operational opportunities for improvement.

Participate in cross-department meetings to represent the voice of the customer, ensuring that frontline insights influence strategic decisions.

Decide which product or operational issues require formal escalation and cross-functional follow-through, driving accountability.

Make formal recommendations to leadership on where the company should invest in fixing reputation-impacting issues, prioritizing high-return initiatives.

Track and report on key metrics such as review volume, average rating, sentiment trends, and response SLAs to measure progress.

Provide monthly reputation insights and improvement recommendations, translating data into actionable strategies.

Analyze sentiment trends and make independent business recommendations, identifying whether issues are product-driven, support-driven, or perception-driven, and recommending resource allocation accordingly.

Requirements

The candidate must bring 2-4 years of experience in customer support, community, or a related role where public reputation was a core responsibility.

The candidate must demonstrate a proven track record of responding to customer reviews and managing public feedback across multiple platforms.

The candidate must be comfortable working independently while collaborating closely with cross-functional partners including Support, Customer Success, Product, Marketing, and Operations.

The candidate must possess strong written communication skills, with the ability to craft clear, empathetic, and brand-consistent responses under varying circumstances.

The candidate must be highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

The candidate must be comfortable using data and dashboards to inform decisions, including interpreting review ratings, sentiment trends, and response performance.

The candidate must be willing to work a hybrid schedule that includes in-office presence Tuesday through Thursday at the Plano, Texas headquarters.

The candidate must be legally authorized to work in the United States without sponsorship, as this role does not offer visa sponsorship at this time.

Nice to have

Experience with reputation management tools, social listening platforms, or customer feedback systems is preferred but not required.

Practical notes

This is a hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week.

Compensation is not specified in the current job details.

The engagement is full-time.

Candidates must meet the eligibility and hard requirements listed under the Requirements section without exception.

Deadline and visa information are not provided in the current job posting.

This role reports to the Customer Support organization and works closely with leadership to protect and grow Tapcheck's public reputation.