Reputation Manager

Tapcheck Inc.

Job Overview

Location

Plano, TX Office

Job Type

Full-time

Full Job Description

📋 Description

• Manage Tapcheck’s public reputation across App Store, Google Play, Trustpilot, G2, BBB, and social media channels by monitoring, responding to, and escalating customer feedback in a timely, empathetic, and brand-aligned manner.
• Establish, maintain, and evolve official brand voice, response frameworks, escalation criteria, and SLAs for all public review and social platforms.
• Identify recurring complaints and systemic issues in customer feedback, investigate root causes, and partner with Support, Product, Customer Success, Marketing, and Operations teams to drive operational and product improvements.
• Determine when to offer compensation, credits, or public remediation based on issue severity and reputational impact, exercising independent judgment on sensitive or high-visibility responses.
• Classify reputational risks as contained, emerging, or crisis-tier, and activate appropriate internal response protocols, including escalation to Legal, PR, or leadership when necessary.
• Design, own, and execute targeted campaigns to encourage satisfied users to leave positive reviews and share their experiences, selecting segments, messaging, timing, and channels based on strategic goals.
• Maintain internal dashboards tracking key metrics including review volume, average ratings, sentiment trends, and response times, and provide monthly insights and recommendations to leadership.
• Analyze sentiment trends to determine whether issues are product-driven, support-driven, or perception-driven, and make independent recommendations on resource allocation and improvement priorities.
• Aggregate customer feedback into recurring summaries for Product, Support, and Customer Success teams, identifying patterns that indicate gaps in service, product flaws, or operational inefficiencies.
• Make formal recommendations to leadership on where the company should invest to resolve reputation-impacting issues, ensuring customer feedback translates into measurable systemic improvements.
• Track and report on success metrics including improved public review ratings, reduced response times, increased volume of positive reviews, and demonstrable operational changes driven by customer insights.
• Work in a hybrid model requiring in-office presence Tuesday through Thursday each week at Tapcheck’s Plano, Texas headquarters.

🎯 Requirements

• 2–4 years' experience in customer support, community management, reputation management, or social media
• Strong written communication skills with 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
• Demonstrated ability to exercise independent judgment on customer-facing communications and escalation decisions

🏖️ Benefits

• Flexible PTO with no accrual caps or day limits
• 10 paid holidays, including Christmas Eve and New Year's Eve
• Comprehensive health coverage through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife
• 401(k) with 100% company match up to 3% of salary, through Mutual of America, eligible after 90 days
• FSA, Basic Life/AD&D, and Employee Assistance Program (EAP)
• Mission-driven work focused on improving financial wellness for workers

Skills & Technologies

Hybrid

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Tapcheck Inc.

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About Tapcheck Inc.

Tapcheck offers an earned wage access platform that lets employees withdraw a portion of accrued wages before payday via a mobile app and prepaid card. Employers integrate the service with payroll systems to reduce turnover and improve financial wellness without changing pay cycles. The company earns revenue through employer fees and optional employee tips or card interchange, serving small businesses, franchises, and larger enterprises across the United States.

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