Reputation Manager

Tapcheck is looking for a Reputation Manager to protect and strengthen its public customer reputation. The 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 policies and frameworks that govern reputation response, and exercises independent judgment on escalation and risk decisions.

• 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
• Establish and maintain Tapcheck's official brand voice across all public‑facing review and social platforms
• 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

• Monitor social channels and review platforms for customer sentiment and emerging issues
• Identify opportunities to improve Tapcheck’s reputation through proactive engagement
• Maintain internal dashboards tracking review ratings, sentiment trends, and response times

• Determine what constitutes a reputational risk to the company and assess severity independently
• Decide when to escalade issues to Legal, PR, or leadership based on risk level and public visibility
• 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
• Choose target segments, messaging, timing, and channels for review generation and reputation campaigns
• Set strategy for improving public ratings and evaluate campaign effectiveness independently, adjusting approach based on results

• Aggregate 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

• Improved public review ratings across platforms
• Response time to reviews and public comments
• Volume of positive customer advocacy and reviews generated
• Clear internal reporting on customer sentiment and feedback
• Demonstrated improvements driven from customer feedback insights

• 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…