Job Description
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 Tapcheck is a financial wellness platform that lets employees access a portion of their earned wages before payday. It was founded in 2019, and is headquartered in Plano, Texas, USA, with a workforce of 51-200 employees. Its website is