Reputation

Support Engineer

• Serve as the frontline contact for customer issues via phone, email, and chat.
• Troubleshoot and resolve basic to moderately complex issues using internal documentation.
• Triage and escalate more complex problems to Tier II with detailed case notes.
• Maintain documentation accuracy and quality within Salesforce.
• Educate customers on platform features and best practices.
• Contribute to support knowledge base content and improvements.

Technical Support Specialist, Tier 1

Customer Success Manager

• Review data received from customer master spreadsheets for listings fulfillment relating to adding, changing, and deleting listings.
• Manage and optimize listings across Google Business Profiles, Apple Maps, Bing Places, Facebook, and other directories based on defined requirements.
• Support ongoing listings management including claiming, editing, and duplicate suppression, and more under established playbooks.
• Collaborate with customers to ensure listing information (name, address, phone, hours, etc.) is accurate, consistent, and up to date.
• Identify discrepancies and apply established solutions; escalate unresolved issues when needed.
• Monitor and report fulfillment progress, listing accuracy, and data completeness within assigned accounts.
• Maintain accurate documentation and update internal systems to reflect account progress.
• Develop and maintain Success Plans for each customer, reviewing progress and aligning with the customer throughout their lifecycle to ensure measurable outcomes and long-term success.
• Create and document Standard Operating Procedures (SOPs) for each customer account to capture client-specific requirements, ensure consistency in service delivery, and build team-wide awareness.
• Build rapport and trusted customer relationships and collaborate closely with internal delivery teams.
• Ensure customer satisfaction and account stability through delivery excellence.
• Stay current on industry trends and platform updates for Google Business Profiles, Apple Maps, Bing Places, Facebook, and emerging search engines or directories.
• Stay informed on updates to core platforms (Google Business Profiles, Apple Maps, Bing Places, Facebook) and apply changes as directed in customer delivery processes; participate in team knowledge-sharing.
• Manage assigned tasks under tight deadlines.
• Additional duties as assigned.

Client Success Specialist – Business Listings

Technical Account Manager

• Work directly with clients to scope, manage, and implement integration projects.
• Share best practices, tools, and resources to help clients maximize their use of the Reputation platform.
• Identify opportunities for additional value by recommending and implementing new integrations.
• Proactively manage issues reported through the Technical Solutions support channel.
• Stay engaged with client teams to ensure successful adoption and desired outcomes.
• Partner with Customer Success Managers to support Quarterly Business Reviews with data and analysis.
• Represent client needs to internal product management and engineering teams.
• Perform additional duties as assigned.

Product Marketing

• Develop and execute product marketing strategies to establish and enhance product positioning in the marketplace
• Conduct market research and competitive analysis to identify trends, customer needs, and opportunities for differentiation
• Define and refine product positioning and messaging to ensure strong market fit and alignment with customer pain points
• Oversee go-to-market plans for new product launches and feature releases, collaborating closely with Product, Sales, and Marketing teams
• Partner with Sales teams to develop enablement materials, including pitch decks, case studies, and product guides
• Establish and refine pricing strategies based on market insights, customer value, and competitive benchmarks
• Collaborate with Product Management to align marketing efforts with product development and roadmap priorities
• Support demand generation and campaign initiatives by developing content assets such as product videos, blog posts, and webinars
• Measure and report on the effectiveness of product marketing initiatives, tracking key metrics such as engagement, adoption, and revenue impact
• Influence product roadmap, support demand generation, and equip Sales with tools to succeed

Product Marketing Manager

Data Analyst

• Configure and manage JIRA projects, workflows, custom fields, and permissions
• Administer user accounts, groups, and permissions; ensure proper access control and user support
• Perform regular JIRA system maintenance including upgrades, backups, and performance tuning
• Diagnose and resolve issues related to JIRA software and plugins; provide technical support to end-users
• Develop and maintain JIRA dashboards, filters, and reports to provide insights into project status and performance
• Gather data from various sources including JIRA, databases, and external systems; integrate and clean data for analysis
• Analyze data trends, patterns, and anomalies; generate reports and visualizations to support business decisions
• Provide actionable insights and recommend improvements for processes and systems
• Collaborate closely with stakeholders to understand data needs and ensure analysis meets business requirements

JIRA Administrator, Data Analyst

Program Manager

• Own the end-to-end delivery of enterprise-level implementation projects, ensuring on-time, within scope, and high-quality deployments.
• Develop and maintain detailed project plans, timelines, and risk mitigation strategies.
• Coordinate cross-functional teams, including technical, product, and customer success, to ensure smooth onboarding.
• Conduct regular status updates with clients and internal stakeholders to manage expectations and ensure alignment.
• Act as the primary point of contact for critical issues and escalations outside of UK business hours.
• Serve as an executive proxy for the VP of Professional Services, providing decision-making authority in urgent scenarios.
• Manage communication flow for high-priority clients and internal leadership during off-hours.
• Collaborate with Sales and Solution Consulting teams to scope enterprise deals, ensuring alignment on technical feasibility, resource requirements, and timelines.
• Identify integration needs and work closely with technical teams to design solutions that meet client requirements.
• Provide accurate estimates and statements of work (SOWs) for proposed engagements.
• Work with clients to understand technical requirements and integration needs for systems such as CRMs, review platforms, and APIs.
• Troubleshoot and resolve complex integration issues during implementation and onboarding phases.
• Act as a trusted advisor to clients for best practices on leveraging Reputation.com solutions within their enterprise architecture.

Senior Program Manager

• Investigate and resolve advanced issues escalated from Tier I support.
• Analyze customer data, logs, and API interactions to diagnose and resolve issues.
• Collaborate with Engineering and Product to report bugs or unexpected behavior.
• Mentor and assist Tier I team members to reduce recurring escalations.
• Update and improve internal documentation and knowledge base resources.
• Work closely with Customer Success on high-visibility client challenges.
• Bridge frontline support with internal product and engineering teams to resolve deeper technical challenges.
• Take ownership of escalated support cases, diving deep into logs, troubleshooting backend issues, and replicating customer environments.
• Engage cross-functionally with Product and Engineering to ensure customer issues are resolved quickly and accurately, while contributing to documentation, case trends, and support enablement.

Technical Support Specialist

• Lead a global team of front line Support specialists.
• Create processes, infrastructure, SLAs and instrumentation to lead a world-class omni-channel support team.
• Serve as an advocate for your team internally working with product, sales and customer success.
• Ensure that every client is receiving superior service within SLA.
• Provide hands-on support and assistance for client issues
• Implement and coordinate customer service support programs.
• Implement strategic action plans designed to provide continuous improvement to the customer experience.
• Provide coaching and professional development to team members to enhance their knowledge and problem solving abilities.
• Open to work in 24*7 operations hour
• Additional duties as assigned.

Manager, Tier 1 Technical Support

Accountant

• Reputation.com is seeking an experienced, self-motivated Technical Accountant to join our world class Accounting team working directly for the Manager of Technical Accounting. In this role, you will be a key player in the month-end close, technical accounting, and financial reporting processes, while supporting the Company’s growth by participating in ad-hoc projects, and documenting and improving upon current processes. The ideal candidate for this role has a background in accounting and has approximately 3 or more years of accounting experience with a passion for continued education. Major job duties include maintaining financial reports and records; preparing and analyzing account reconciliations; and preparing analyses for complex transactions. Responsibilities: Support monthly, quarterly, and year-end financial closes, including assigned journal entries, and balance-sheet account reconciliations in complex areas including, but not limited to, ASC 842 Leases, ASC 712 Share-Based Compensation, ASC 606 Revenue Recognition, ASC 815 Derivatives and Hedging, and ASC 350 & 360 Long-Lived Asset Impairment Provide technical accounting support to the organization to ensure compliance both with internal policies and procedures and U.S. GAAP Assist with compliance activities, ad-hoc transactions / projects Collaborate with finance, legal, and other departments to assess the accounting implications of various transactions and contracts Complete and deliver designated financial reports and accounting procedures in a timely and accurate fashion by ensuring compliance with regulatory and company requirements Perform monthly, quarterly, and annual flux analysis on financial statement accounts to identify and explain significant variances. For specific transactions, perform thorough research and prepare technical accounting memos to document evaluations and conclusions of the proper accounting presentation and disclosure consequences for review by management and external auditors Act as a key liaison with external auditors, providing documentation and support for audit inquiries Prepare of audit schedules and assist in the resolution of audit findings Assist with the ongoing automation of our operational processes Work cross-functionally with different Accounting and Finance team members to standardize policies and assist in the creation of internal controls Assist with ad-hoc projects Qualifications: Bachelor’s degree in Accounting, Finance, Business, Economics, or related field Experience accounting for complex transactions (US GAAP) CPA License, or significant progress toward completing the CPA exam, required Big 4 Experience preferred 3+ years’ experience required High-tech/SaaS industry experience a plus Experience with Carta a plus Exceptional organizational skills, detail-oriented mindset, and a high sense of urgency A proactive, self-directed approach with the ability to multi-task, think creatively, and learn quickly in a fast-paced environment Workday, NetSuite, Intacct, or similar ERP experience preferred Proficient in MS Office (Excel, Word, PowerPoint) A passion for blank canvases to implement process improvements Excellent verbal and written communication skills Team player with a positive attitude and a fit in our fast-paced, inclusive culture 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. 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. At Reputation, we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. Additionally, we offer a variety of benefits and perks, such as: Flexible PTO for salary paid employees Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1 10 paid company holidays 4 company paid , “Recharge Days,” which are wellness days off for the entire company Health, dental and vision insurance 401k Paid Parental Leave for all eligible employees as of day 1 of employment Employer paid short and long term disability and life insurance Employee Assistance Program (EAP) Access to a wide variety of unique perks and apps: PerkSpot - Employee Discount Program Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support Omada - Virtual prevention and physical therapy program Ladder -Life insurance to supplement outside of employer offering SoFi - Financial wellbeing platform and 1:1 advice Fetch - Pet insurance discount program Spring Health for Guardian - Virtual mental health support XP Health for Guardian (virtual eye-wear platform) 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 Candidate Privacy Notice . Applicants only - No 3rd party agency candidates. About Us About Reputation: Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints. We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do. Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place! Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report. Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation. "It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett Join our growing team! Read More Follow Us © 2025 Workday, Inc. All rights reserved.