Online Reputation Manager
Department: Marketing Reports To: VP of Marketing Location: Portland, OR Employment Type: Full-Time
About PayRange
PayRange is focused on creating convenient, seamless payment experiences for consumers and businesses. Our brand is shaped not only by the products and services we provide, but also by the conversations people have about us across digital channels.
We believe listening to our customers, understanding their experiences, and responding thoughtfully are essential to building trust and strengthening our brand.
About the Role
PayRange is seeking an Online Reputation Manager to lead our online reputation management, social listening, and digital community engagement efforts. This role will help shape how PayRange is perceived across social media, online communities, review platforms, and other digital channels.
You will monitor conversations about PayRange, engage with customers and other stakeholders, identify emerging trends, and ensure feedback reaches the teams best positioned to address it. You will play a critical role in identifying potential reputational risks, strengthening customer relationships, and turning online conversations into actionable business insights.
This is a highly collaborative role that works across Marketing, Customer Service, Customer Experience, Sales, Operations, Product, and company leadership. The ideal candidate combines exceptional communication skills, sound judgment, analytical thinking, and a proactive approach to protecting and strengthening brand reputation.
If you are naturally curious about what people say about brands, know how to navigate sensitive conversations, and enjoy connecting customer insights to meaningful business improvements, we would love to hear from you.
Key Responsibilities
- Social Listening and Brand Monitoring
- Monitor conversations about PayRange, its products, services, brand, and relevant stakeholders across social media, online communities, review platforms, and other digital channels, including Reddit, Discord, Facebook, Instagram, YouTube, TikTok, X, Google Reviews, and LinkedIn.
- Track brand mentions, customer feedback, sentiment, recurring questions, complaints, praise, and emerging trends.
- Identify potential reputational risks and developing issues before they escalate.
- Analyze changes in public perception and identify opportunities to strengthen brand trust.
- Implement and maintain social listening tools, monitoring systems, and workflows.
- Provide timely updates on significant conversations, trends, and potential risks.
- Online Community Engagement
- Manage day-to-day engagement with customers and community members across relevant online channels.
- Respond to comments, questions, reviews, mentions, and direct messages in a timely, professional, empathetic, and brand-aligned manner.
- Resolve straightforward inquiries directly and coordinate with internal teams when additional support is needed.
- Develop response guidelines, engagement standards, escalation procedures, and service-level expectations.
- Proactively participate in relevant online conversations to build trust and strengthen relationships.
- Recognize and amplify positive customer experiences and constructive community feedback.
- Online Reputation Management
- Own PayRange’s day-to-day online reputation management program across digital channels.
- Develop strategies for addressing negative sentiment, customer complaints, misinformation, and reputational concerns.
- Assess the severity and potential impact of emerging issues and determine appropriate next steps.
- Coordinate with Marketing, Customer Service, Operations, Legal, Human Resources, and leadership when issues require escalation.
- Develop and maintain reputation management guidelines, escalation frameworks, and crisis-response playbooks.
- Ensure all public responses align with company policies, applicable legal requirements, and PayRange’s brand voice.
- Maintain documentation of significant issues, actions taken, and outcomes to support continuous improvement.
- Customer and Consumer Insights
- Serve as a key advocate for the voice of the customer and consumer by translating online conversations into meaningful business insights.
- Identify recurring questions, complaints, positive experiences, and unmet needs.
- Analyze feedback to uncover patterns that may indicate opportunities to improve products, services, operations, communications, or customer experience.
- Prepare regular Voice of the Customer and Voice of the Consumer reports.
- Present actionable findings and recommendations to relevant teams and company leadership.
- Partner with cross-functional stakeholders to ensure customer feedback informs decisions and leads to measurable improvements.
- Brand Presence and Content Collaboration
- Partner with Marketing to maintain a consistent, engaging, and authentic brand presence across digital channels.
- Identify opportunities to highlight customer success stories, positive reviews, company milestones, and community engagement.
- Share audience insights and emerging conversation themes to inform social media strategy and content development.
- Recommend content and engagement approaches that strengthen brand awareness, credibility, and customer trust.
- Help ensure PayRange’s public-facing communications reflect its values and brand identity.
- Crisis Monitoring and Escalation
- Establish criteria for identifying high-risk conversations and potentially significant reputational events.
- Monitor fast-developing issues and escalate concerns based on severity, urgency, and potential business impact.
- Coordinate with relevant teams to develop appropriate responses and communication strategies.
- Support the preparation and execution of approved messaging during reputational incidents.
- Maintain incident records and track follow-up actions through resolution.
- Conduct post-incident reviews and recommend improvements to response processes and prevention strategies.
- Reputation Analytics and Executive Reporting
- Develop and present a monthly reputation reporting package for company leadership.
- Build dashboards that provide clear visibility into brand perception, engagement effectiveness, customer concerns, and emerging risks.
- Track key performance indicators, identify trends, and recommend actions based on findings.
Reporting will include:
- Executive Reputation Scorecard: Overall reputation, sentiment, response rate, response time, and significant risks.
- Customer and Consumer Voice Dashboard: Leading feedback themes, questions, complaints, praise, and emerging needs.
- Reputation and Sentiment Dashboard: Positive and negative sentiment, brand mentions, platform trends, and 12-month performance trends.
- Customer Response and Service Dashboard: Inquiry volume, response rates, response times, resolution progress, and escalations.
- Reputation Risk and Crisis Dashboard: Emerging issues, severity, rate of escalation, affected audiences, and response status.
- Improvement Opportunities Dashboard: The five most significant recurring issues, potential root causes, recommended actions, and responsible teams.
Qualifications
- Experience in online reputation management, social media management, community management, customer experience, digital communications, public relations, or a related field.
- Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different audiences and situations.
- Experience monitoring and engaging with online communities, customer reviews, social media conversations, or other public-facing digital channels.
- Strong judgment and the ability to handle sensitive, emotionally charged, or potentially high-risk conversations professionally.
- Demonstrated ability to identify patterns, interpret feedback, and translate observations into actionable recommendations.
- Strong organizational skills and the ability to manage multiple platforms, conversations, priorities, and follow-ups simultaneously.
- Experience preparing reports, analyzing performance metrics, or presenting insights to stakeholders.
- Ability to collaborate effectively with cross-functional teams and build productive working relationships.
- A proactive, detail-oriented approach with a strong sense of accountability and ownership.
- Sound discretion when handling sensitive information and reputational concerns.
Preferred qualifications
- Experience with social listening, online review management, or reputation monitoring platforms.
- Familiarity with analytics and dashboard tools used to track sentiment, engagement, response performance, and customer feedback.
- Experience developing customer response guidelines, escalation procedures, or crisis communications plans.
- Experience working with customer support, product, operations, marketing, or executive teams to resolve recurring customer issues.
- Experience in a technology, payments, consumer services, or other customer-facing business.
Why Join PayRange?
This is an opportunity to build and shape an important function with visibility across the organization. Your work will directly influence how PayRange listens to its customers, responds to feedback, identifies emerging issues, and strengthens trust in its brand.
You will have the opportunity to connect digital conversations with meaningful business action and help establish a more proactive, informed, and customer-focused approach to reputation management.
If you are passionate about brand reputation, customer engagement, and turning online conversations into meaningful improvements, we encourage you to apply.
