Hospitality Manager, Customer Support (Remote)

Detalhes da Vaga

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 with a start date of May 14. 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 needs
Reproduce and troubleshoot software and data issues in test environments and by reviewing logs & queries
Manage the escalation of incidents swiftly, following established guidelines; ensure incidents are reported to management, and ensure each incident is formally documented for customers
Maintain knowledge of Tock application, supported devices, third-party integrations and policies and communicate these with the customer
Collect and share customer feedback with our teams and recommend creative solutions to improve the customer experience
Maintain articles for Tock's external Help Center
Collaborate with teams such as Account Management, Engineering, Design, Sales, and Marketing to ensure customer satisfaction
Who We're Looking For Passion for achieving customer satisfaction
Ability to work well in a team environment
Comfortable managing a wealth of information
Ability to calmly lead escalated customer situations to resolution
Experience providing detailed troubleshooting and resolutions to users
Support customers from multiple countries in a 24x7x365 environment
1+ years of experience with web, voice, email, and instant messaging tools
1+ years of experience with Salesforce, G Suite, and Google Analytics
Benefits & Perks Medical, dental, vision plan bundle with 100% covered premiums
Coverage will be effective the first of the following month based on submission of enrollment documents
Fertility and adoption benefits
Headspace mindfulness app subscription
Retirement benefits with employer match
Flexible paid time off
Up to 20 weeks of paid family leave
Equity plan for all employees
$100 per month remote stipend
Access to supplemental insurance plans for additional coverage
Education reimbursement
Employee donation match to community organizations
6 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $49,500 – $79,350 USD The 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 Growth Awarded Fast Company's "Most Innovative Companies" in 2021
Awarded Built In's "Best Places to Work" in 2020, 2021, 2022, 2023, and 2024
Awarded America's Hottest Brands of 2020 by AdAge
Won Chicago Tribune's "Game Changer" Award for industry innovation
Reached a global customer base of 30 countries operating in 200+ cities
Processed over $1 billion in prepaid reservations
Named one of 2019's 50 Startups to Watch
Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and more
About Tock Tock 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 Squarespace Squarespace (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 Commitment Not 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.

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