What are the responsibilities and job description for the Managed Social Response Coordinator position at Reputation?
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.
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 :
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.
Our employees say it best :
Our employees highlight our :
Ample Opportunities - “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”
Positive Culture - “You will never have a better culture anywhere else. Period.”
Training and Tools - “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
Balance - “Great work life balance and awesome team environment!”
Diversity Programs & Initiatives :
Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.
At Reputation, we believe in :
Diversity : Reputation facilitates a culture where people bring their diverse backgrounds, life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company, our customers and our people.
Equity : Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.
Inclusion : Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute, provide feedback, and make a difference.
Belonging : Our culture is one that values collaboration, teamwork, and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation, they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity, equity, and inclusion in place.
At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation
Additionally, we offer a variety of benefits and perks, such as :
Flexible PTO
Paid company holidays
4 company provided, “Recharge Days,” which are wellness days off for the entire company
Several active Employee Resource Groups (ERGs) to help foster inclusion and community
Employee Assistance Program
Access to a wide variety of unique perks and apps :
PerkSpot
Wellhub (Gym Pass)
Carrot Fertility
Omada
Ladder
SoFi
Fetch Pet Insurance
Calm for Kaiser
Spring Health for Guardian
XP Health for Guardian (virtual eye-wear platform)
401k
Health, dental and vision insurance
Paid maternity leave
Employer paid short and long term disability and life insurance
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To learn more about how we handle the personal data of applicants, visit our .
Applicants only - No 3rd party agency candidates.
Salary : $100
