Job Description

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.

Job Summary:

You will fulfil the day-to-day requirements of managed services for a number of customers at all stages of their life cycles, liaising with both internal and external teams. A large portion of your work will involve managing review response coordinators and helping them in responding to reviews and managing that process for your designated customers.

Responsibilities:

\xe2\x97\x8f Create an inspiring team environment with an open communication culture
\xe2\x97\x8f Collaborate with the team in U.S. and guide the Team in India on process & delivery
\xe2\x97\x8f Monitor and report on KPIs and SLAs, and escalate issues when necessary
\xe2\x97\x8f Manage and delegate work, and hold team members accountable
\xe2\x97\x8f Monitor individual and team performance and report on metrics to management
\xe2\x97\x8f Discover training needs and provide coaching
\xe2\x97\x8f Conduct weekly one to ones with team members
\xe2\x97\x8f Working closely with engineering and product on customer and team product
implementation and feature requests
\xe2\x97\x8f Cross train employees on various Managed Response functions to ensure smooth functioning of all the queues
\xe2\x97\x8f Forecasting and Analysing Volume trends and making staffing recommendations as and when required.
\xe2\x97\x8f Suggest and organize team building activities
\xe2\x97\x8f Handle and manage customer Escalations, provide constructive feedback when needed, track progress against feedback, and create action plans to reduce escalations
\xe2\x97\x8f Ability to prioritize tasks
\xe2\x97\x8f Proactive communication and responsive to all forms of communication
\xe2\x97\x8f Open to work 24/7
\xe2\x97\x8f Additional duties as assigned.

Qualifications:
\xe2\x97\x8f 3-4 years\xe2\x80\x99 experience in customer service and managing a team (including interviewing, hiring, coaching, or relevant experience) preferred
\xe2\x97\x8f Strong client communication skills (both verbal and written communication, digitally and in-person)
\xe2\x97\x8f Strong communication and partnership skills assisting teams cross-functionally within the organization
\xe2\x97\x8f Attention to detail is required.

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:

According to Glassdoor, 94% of our employees approve of our CEO, Joe Fuca.

Our employees highlight our:

Ample Opportunities- \xe2\x80\x9cThere are many opportunities to learn and grow. Many open roles are replaced with internal promotions.\xe2\x80\x9d

Positive Culture- \xe2\x80\x9cYou will never have a better culture anywhere else. Period.\xe2\x80\x9d

Training and Tools- \xe2\x80\x9cAll managers truly want you to succeed, and you are given great tools and training to be successful in your role.\xe2\x80\x9d

Balance- \xe2\x80\x9cGreat work life balance and awesome team environment!\xe2\x80\x9d

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: Embracing a culture that values uniqueness.

Inclusion: Inviting diverse groups to take part in company life.

Belonging: Helping each individual feel accepted for who they are.

"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 Fuca, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as:

Flexible PTO

Paid company holidays

4 company provided, \xe2\x80\x9cRecharge Days\xe2\x80\x9d, which are wellness days off for the entire company

Several active Employee Resource Groups (ERG\xe2\x80\x99s) to help foster inclusion and community

Employee Assistance Program

Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi

Fetch Pet Insurance

401K

Health, dental and vision insurance

Paid maternity leave

Employer paid short term 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.

Reputation