Squarespace - Honolulu, HI
posted 2 months ago
The Hospitality Manager is a key member of the Hospitality Team, responsible for managing the Tock 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. By fostering strong relationships and delivering ongoing training, the Manager will develop a deep understanding of Tock's services and processes, ultimately enhancing the overall customer experience. In this fast-paced environment, the Hospitality Manager will leverage excellent communication skills and creative problem-solving abilities to develop solutions for customers. The role includes identifying trends in service delivery and contributing to a culture that prioritizes customer satisfaction. The position is fully remote, allowing for flexibility while requiring the Manager to report directly to an Associate Director of Hospitality. Key responsibilities include developing and facilitating customized virtual training sessions, troubleshooting software and data issues, managing incident escalations, and maintaining comprehensive knowledge of the Tock application and its integrations. The Manager will also collect customer feedback, create support articles for Tock's Help Center, and ensure effective communication between customers and Tock leadership. Collaboration with various teams, such as Account Management and Engineering, is essential to ensure customer satisfaction and service excellence.