Squarespace - Portland, OR

posted 3 months ago

Full-time - Entry Level
Portland, OR
1,001-5,000 employees
Professional, Scientific, and Technical Services

About the position

The Hospitality Manager is a vital member of the Hospitality Team at Tock, responsible for managing the customer experience post-implementation. This role involves providing tailored guidance and training to Tock customers, ensuring they can effectively utilize the platform for their business needs. The Hospitality Manager will engage directly with customers through various communication channels, including emails, calls, messages, and virtual training sessions. This position requires a proactive approach to developing customer relationships and delivering exceptional service. In this role, you will be expected to develop expertise in Tock's services and processes, allowing you to provide insightful solutions to customer inquiries. You will also be responsible for identifying trends in service delivery and implementing strategies to enhance the overall customer experience. The position offers significant growth opportunities, including contributing to a culture that prioritizes customer satisfaction and providing ongoing self-service training tailored to individual customer needs. As a Hospitality Manager, you will manage the escalation of incidents, ensuring that all issues are documented and communicated effectively to management. You will maintain a comprehensive understanding of the Tock application, supported devices, and third-party integrations, sharing this knowledge with customers to facilitate their success. Additionally, you will collect and relay customer feedback to internal teams, recommending creative solutions to improve service delivery. This full-time, remote position is available to candidates located in Hawaii, Oregon, or Washington, and reports directly to the Associate Director of Hospitality.

Responsibilities

  • 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 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 processes and communicate these with the customer.
  • Collect and share customer feedback with our teams and recommend creative solutions to improve the customer experience.
  • Create articles for Tock's external Help Center.
  • Provide regular two-way communication between the customer and Tock leaders, to provide team representation and set proper customer expectations.
  • Be the Tock's customer-facing contact, representing Tock's brand and setting proper customer expectations.
  • Collaborate with teams such as Account Management, Engineering, Design, Sales, and Marketing to ensure customer satisfaction.

Requirements

  • 1+ year of experience working in a remote customer support environment.
  • Experience with 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 supporting customers from multiple countries in a 24x7x365 environment.
  • Experience with web, voice, email, and instant messaging tools.
  • Experience with Salesforce and Google Analytics.
  • Bilingual in English and Spanish is preferred.

Nice-to-haves

  • Experience in the hospitality industry.
  • Familiarity with reservation and table management systems.

Benefits

  • 401(k) matching
  • Adoption assistance
  • Commuter assistance
  • Employee assistance program
  • Health insurance
  • Paid parental leave
  • Paid time off
  • Flexible paid time off
  • Fertility and adoption benefits
  • Education reimbursement
  • Pretax commuter benefits
  • Charitable donation match
  • Employee Assistance Program
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