Squarespace

Hospitality Manager, Customer Support (Remote)

Full-time
$50k-$75k/mo
a year ago
1 view

Customer Support

Management

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 identifying 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 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

And works well in a team environment

You are comfortable managing a wealth of information

Ability to calmly lead escalated customer situations to resolution

Excellent attention to detail

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

A choice between medical plans with an option for 100% covered premiums

Flexible paid time off

401k with employer match

Paid parental leave

Fertility and adoption benefits

Education reimbursement

Pretax commuter benefits

Employee Assistance Program

Charitable donation match

6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: 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