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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 Director of Technical Solutions is responsible for providing leadership to the team's technical managers and staff, interfacing across Product Management and Engineering to drive customer-impacting enhancements and fixes, recruiting and developing support staff, and guiding the team to exceed performance metrics. This role requires a hands-on leadership style with the ability to dive into day-to-day operations while also maintaining a strategic perspective to drive long-term business goals. You will also lead efforts in developing and implementing world-class technical support services, knowledge base content, best practices, and methodologies to deliver low-effort experiences that enhance customer satisfaction and loyalty. Responsibilities:
Knowledge and experience in managing and exceeding Support KPIs and technical support metrics including Customer Satisfaction, Issue Resolution, backlog reduction, increasing efficiency through process improvements, identifying ways to continually empower Tier1 associates, and other standard KPIs. Exhibit a balanced leadership approach by actively engaging in daily operations while also keeping a strategic focus to advance long-term business objectives. Collaborate across different regions and organizations to implement customer focused initiatives and eliminate customer pain points that negatively impact CSAT Own and drive resolution to customer escalations by working w/ cross-functional teams Drive case management practices that enable the Support organization to provide rich data to internal consumers and be the voice of our customer to drive improvements within our products and processes Evaluate current processes, technology and organizational skills and drive improvements to enhance the customer and employee experience Additional duties as assigned.
Qualifications:
A minimum of 15+ years of technical support and service management experience with a minimum of 5+ years in people management Proven ability to cultivate cross-functional relationships and drive results through influence within complex organizational structures. Demonstrated history of mentoring teams effectively, with a willingness to dive into details to support their success. Experience in managing enterprise support in a large and complex environment with web-based services and technologies Proven capability of having successfully delivered on support metrics and managing a support team Customer-first mindset and a positive "get it done" attitude Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses Strong technical, strategic, analytical, and problem-solving skills Excellent communication and presentation skills, both oral and written Experience using Salesforce and JIRA Comfortable managing multiple projects and meeting deadlines in a fast-paced, team oriented environment
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 - "Great opportunity and exceptional 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:
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 ourCandidate Privacy Notice. Applicants only - No 3rd party agency candidates.
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Reputation
life insurance, vision insurance, long term disability, 401(k)
Mar 04, 2025