Reputation Manager

Tapcheck is a digital platform focused on improving financial wellness through on-demand pay solutions. The Reputation Manager will monitor and manage Tapcheck’s public customer reputation, ensuring that customer feedback is addressed and used to drive improvements across the company.

Responsibilities

• 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
• 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
• Run campaigns that encourage satisfied users to leave reviews and share their experiences
• Partner with Marketing and Customer Success to highlight positive customer stories
• Help improve Tapcheck’s App Store and review platform ratings
• 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
• Track and report on key metrics such as: Review volume, Average rating, Sentiment trends, Response SLAs
• Provide monthly reputation insights and improvement recommendations

Skills

• 1–3 years' experience in customer support, community management, marketing, or social media
• Strong written communication skills with an 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
• Ability to connect individual customer feedback to broader product or operational improvements
• Passion for improving systems and experiences, not just resolving individual cases
• Experience responding to reviews or managing social media communities
• Familiarity with Zendesk, Intercom, Sprout Social, or reputation management tools
• Experience working in fintech, HR tech, or B2B SaaS environments

Benefits

• Flexible Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

Company Overview