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Managed Social Response Coordinator

Reputation
Scottsdale, United Statesfull_timeVerifiedPosted 10 Feb 2025

About the role

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the global leader in reputation experience management. With its SaaS platform, Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical. 

Reputation was ranked for the second year in a row in G2’s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently, Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally, Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer. 

Why work at Reputation?

  • Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

  • We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 

  • Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

  • Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

  • The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

  • Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

  • Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

  • Our Mission: We exist to forge relationships between companies and communities.

The Managed Social Response Coordinator is responsible for overseeing and responding to our customers’ social media reviews, surveys, and social media posts.  Responsibilities include ensuring accurate and consistent responses based on customer-defined expectations.  The ideal candidate will possess a mix of technical acumen and operational excellence to drive visibility, consistency, and growth for our customer search presence.

Responsibilities: 
●    Review all brand mentions, comments, and direct messages across various platforms to gauge public sentiment and identify any emerging trends or issues.
●    Response to comments, questions, and concerns in a timely and professional manner.
●    Collaborate with customers to ensure responses align with brand and customer loyalty. 
●    Provide feedback and updates to the Operations, Customer Success, and Managed Services teams.
●    Manage projects under tight deadlines.
●    Additional duties as assigned.

Qualifications: 
●    Bachelor's degree required or currently in the final stages of completing a degree program.
●    0 ~ 2 years of experience with social media engagement and community management. 
●    Technical proficiency with platforms like Google, Facebook, and third-party source response guidelines and functionality is preferred.     
●    Strong working knowledge of MS Office (Word, Excel, PowerPoint, Outlook).
●    Salesforce experience preferred.
●    Strong communication skills (both verbal and written).
●    Strong attention to detail and decision-making.
●    A hybrid work environment with a minimum requirement of 2 days onsite per week.
●    Open to working a standard or non-standard shift schedule. 
 

When you join Reputation, you can expect:

  • Flexible working arrangements.

  • Career growth with paid training tuition opportunities.  

  • Active Employee Resource Groups (ERGs) to engage with. 

  • An equitable work environment. 

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