Squarespace - Honolulu, HI

posted 2 months ago

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

About the position

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.

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

Benefits

  • 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)
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