Hospitality Manager, Customer Support (Remote)

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 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
• And works well in a team environment
• You are 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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