Squarespace - Portland, OR
posted 3 months ago
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.