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 weekWhat You'll Do:Customer Reputation ManagementMonitor Tapcheck reviews across platforms including App Store, Google Play, Trustpilot, G2, BBB and social media channelsRespond to customer reviews and comments in a timely, empathetic, and brand-aligned voiceIdentify and escalate urgent customer issues to Customer Support or relevant teamsTrack recurring complaints or trends and flag them for operational improvementRoot Cause Analysis & Problem SolvingInvestigate recurring complaints or patterns in reviews to identify root causesPartner with internal teams to drive solutions that prevent future customer issuesEnsure that customer feedback leads to systemic improvements, not just one-off responsesTrack repeat issues and work with teams to ensure long-term resolutionSocial Listening & Customer SentimentMonitor social channels and review platforms for customer sentiment and emerging issuesIdentify opportunities to improve Tapcheck's reputation through proactive engagementMaintain internal dashboards tracking review ratings, sentiment trends, and response timesCustomer Advocacy & CampaignsRun campaigns that encourage satisfied users to leave reviews and share their experiencesPartner with Marketing and Customer Success to highlight positive customer storiesHelp improve Tapcheck's App Store and review platform ratingsCross-Team Feedback LoopAggregate customer feedback and provide recurring summaries to Product, Support, and Customer Success teamsIdentify patterns in feedback that could indicate product issues, support gaps, or operational opportunitiesParticipate in cross-department meetings to represent the voice of the customerReputation ReportingTrack and report on key metrics such as:Review volumeAverage ratingSentiment trendsResponse SLAsProvide monthly reputation insights and improvement recommendationsSuccess in this role will be measured by:Improved public review ratings across platformsResponse time to reviews and public commentsVolume of positive customer advocacy and reviews generatedClear internal reporting on customer sentiment and feedbackDemonstrated improvements driven from customer feedback insightsWhat You'll Bring:1-3 years' experience in customer support, community management, marketing, or social mediaStrong written communication skills with an ability to respond clearly and empatheticallyHighly organized with strong attention to detailComfortable managing multiple platforms and responding to high volumes of feedbackStrong problem-solving mindset with curiosity to investigate underlying issuesAbility to connect individual customer feedback to broader product or operational improvementsPassion for improving systems and experiences, not just resolving individual casesPreferredExperience responding to reviews or managing social media communitiesFamiliarity with Zendesk, Intercom, Sprout Social, or reputation management toolsExperience working in fintech, HR tech, or B2B SaaS environmentsAt this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.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.How We Get Things Done:Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.Grit: We admire individuals with grit - those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.Why Join Tapcheck?Competitive baseFlexible Time OffHealth InsuranceDental InsuranceVision Insurance401K MatchCompensation: $60-75K. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.Equal Employment Opportunity Policy