Technical Support - Tier 1

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems and top property management firms, with trust from over 250 partners including Google and Meta.

Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

This is your opportunity to join a dynamic and customer-obsessed technical support team at Reputation, where you’ll be the first point of contact for users seeking help with our platform. As Technical Support, your ability to resolve frontline issues sets the tone for every customer’s journey. You’ll play a pivotal role in ensuring that our clients feel supported, understood, and empowered to get the most out of our technology.

This role also directly contributes to the feedback loop that improves our products, documentation, and customer experience processes across departments.

You will manage a high volume of customer support requests and take ownership of resolving common technical issues. Using internal tools, troubleshooting guides, and collaboration with Tier II, you will ensure each customer gets timely, accurate help. Your efforts will influence customer satisfaction, onboarding success, and overall platform trust.

• Serve as the frontline contact for customer issues via phone, email, and chat.
• Troubleshoot and resolve basic to moderately complex issues using internal documentation.
• Triage and elevate more complex problems to Tier II with detailed case notes.
• Maintain documentation accuracy and quality within Salesforce.
• Educate customers on platform features and best practices.
• Contribute to support knowledge‑base content and improvements.

• 0–2 years technical support, customer support, or SaaS experience.
• Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
• Strong verbal and written communication skills.
• Experience with Salesforce or similar CRM tools, strongly preferred.
• Basic Excel knowledge and comfort with technical documentation.
• Familiarity with social media or online reputation tools is a plus.
• Detail‑oriented and focused on resolving customer pain points quickly.
• Empathetic and able to translate technical information into everyday language.
• Thrives in high‑volume, fast‑moving environments.
• Highly collaborative, eager to learn, and always looking for ways to improve the customer experience.
• Flexible, adaptable, and willing to take initiative.

• Your main HQ is our Liverpool office, but we know great work can happen anywhere. You’ll have the flexibility of a hybrid schedule, joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

• Fully funded private medical insurance for you and your family – we cover 100% of the premium, so you can focus on what matters most: your health and wellbeing.
• Life insurance at 4x your annual salary
  , giving extra peace of mind for you and your loved ones.
• Company‑funded Medicash cash plan for employees and dependent children.
• Employee Assistance Programme (EAP) – confidential mental health, wellbeing and practical support whenever you need it.
• 21 days’ paid annual leave plus all UK bank holidays
  , and on top of that,…