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 https://www.tapcheck.com.