The Hospitality Manager is a member of the Hospitality Team and manages the Tock customer experience after implementation. You will provide customer-specific guidance and training for Tock customers on how to use the platform for their business. The Hospitality Manager will build relationships through direct interaction with customers via emails, calls, messages, and virtual training sessions. Through ongoing training, Managers develop expertise in Tock's services and policies.Each Manager develops solutions for customers and identifies trends in overall service delivery to produce the best possible customer experience.This is a full-time, remote role located in Hawaii. You will report directly to an Associate Director of Hospitality.You'll Get To…Develop and facilitate customized virtual training sessions for customers based on individual needsReproduce and troubleshoot software and data issues in test environments and by reviewing logs & queriesManage the escalation of incidents swiftly, following established guidelines; ensure incidents are reported to management, and ensure each incident is formally documented for customersMaintain knowledge of Tock application, supported devices, third-party integrations and policies and communicate these with the customerCollect and share customer feedback with our teams and recommend creative solutions to improve the customer experienceMaintain articles for Tock's external Help CenterCollaborate with teams such as Account Management, Engineering, Design, Sales, and Marketing to ensure customer satisfactionWho We're Looking ForPassion for achieving customer satisfactionAbility to work well in a team environmentComfortable managing a wealth of informationAbility to calmly lead escalated customer situations to resolutionExcellent attention to detailSupport customers from multiple countries in a 24x7x365 environment1+ years of experience with web, voice, email, and instant messaging tools1+ years of experience with Salesforce, G suite, and Google AnalyticsBenefits & PerksA choice between medical plans with an option for 100% covered premiumsFlexible paid time off401k with employer matchPaid parental leaveFertility and adoption benefitsEducation reimbursementPretax commuter benefitsEmployee Assistance ProgramCharitable donation match6 Global Employee Resource Groups (ERGs)Cash Compensation Range: $49,500 – $79,350 USDThe base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Tock employees are eligible to receive equity in the company as part of their total compensation.Tock's GrowthAwarded Fast Company's "Most Innovative Companies" in 2021Awarded Built In's "Best Places to Work" in 2020, 2021, 2022, 2023, and 2024Awarded America's Hottest Brands of 2020 by AdAgeWon Chicago Tribune's "Game Changer" Award for industry innovationReached a global customer base of 30 countries operating in 200+ citiesProcessed over $1 billion in prepaid reservationsNamed one of 2019's 50 Startups to WatchFeatured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and moreAbout TockTock is the all-in-one system for reservations, takeout, delivery, and events. We are changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe.About SquarespaceSquarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.Our CommitmentNot only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Tock, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.
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