Hospitality Manager

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 and manage relationships through direct interaction with customers through emails, calls, messages, and virtual training sessions. Through ongoing training, Managers develop expertise in Tock's services and processes.

You express excellent communications skills, succeed in a fast- paced environment, and enjoys thinking creatively. As a Manager, you get to develop solutions for customers and identify trends in overall service delivery to produce the best possible customer experience.

Significant growth opportunity includes:

• Contribute to a culture enhancing customer experiences
• Provide ongoing self-service training tailored to the needs of each customer
• Provide feedback for the multi-channel support tools that support rapid service delivery execution and facilitate ease of use for customers

This is a full-time, remote role located in Hawaii, Oregon, or Washington. You will report directly to an Associate Director of Hospitality.

• 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

• 1+ year of experience working in a remote customer support environment
• Experience with achieving customer satisfaction
• You work well in a team environment
• You are comfortable managing a wealth of information
• You can calmly lead escalated customer situations to resolution
• Support 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

• 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)

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.

• Fast Company's "Most Innovative Companies" in 2021
• Built In's "Best Places to Work" in 2020, 2021, 2022, 2023, and 2024
• 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
• Featured in: The New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, and more

Tock empowers restaurants, bars, and wineries with the tools needed to build successful businesses and deliver exceptional experiences. With a robust reservation and table management platform, thousands of businesses all around the world use Tock to generate revenue, increase covers, and keep guests coming back. In 2021, Chicago-based Tock became a part of Squarespace (NYSE: SQSP), a design-driven platform helping entrepreneurs build brands and businesses online. 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.

At Tock, we embrace and celebrate the diversity of both our customers and employees. We are committed to equal employment opportunities 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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