Reputation Manager

Customer Reputation Management

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

Root Cause Analysis & Problem Solving

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

Social Listening & Customer Sentiment

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

Escalation & Risk Decisions

Determine what constitutes a reputational risk to the company and assess severity independently

Decide when to escalate 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

Customer Advocacy & Campaigns

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

Cross-Team Feedback Loop

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

Reputation Reporting

Track and report on key metrics such as: Review volume Average rating Sentiment trends Response SLAs

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

Success in this role will be measured by:

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 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

Demonstrated ability to exercise independent judgment on customer-facing communications and escalation decisions

Comfort making prioritization decisions with incomplete information

Preferred

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

At 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.

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.

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?

Mission that matters. We're changing how Americans access their pay — giving workers financial flexibility without the debt trap of payday loans.

Flexible PTO. No accrual caps, no counting days. Take the time you need.

10 paid holidays. Including both Christmas Eve and New Year's Eve.

Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.

FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).

401(k) with a 100% match up to 3% of your salary , through Mutual of America. Eligible after 90 days.

A team that lives its values. Humility, grit, and a genuine drive to raise the bar — every day.