ABOUT THE POSITION

The Customer Support Specialist is a member of the Hospitality Team and is responsible for managing the Tock customer experience after implementation. This position provides customer-specific guidance and training for Tock customers on how to successfully use the platform for their business. The Hospitality Manager will build and manage relationships through direct interaction with customers via emails, calls, messages, and virtual training sessions. Through ongoing training, Managers develop expertise in Tock’s services, processes, and policies. 

The successful candidate is an individual that demonstrates excellent communications skills, thrives in a fast- paced environment, and enjoys thinking outside the box. Each Manager is responsible for proactively developing solutions for customers and identifying trends in overall service delivery to produce the best possible customer experience.

Significant growth opportunity includes:

• Participate and contribute to a proactive culture enhancing customer experiences
• Provide on-going self-service training tailored to the specific 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

All Tock employees are working remotely at this time. We are closely monitoring the status of COVID-19 as we continue our work to build a return-to-work plan that ensures a safe return to our offices and provides flexibility for our employees.

WHAT WE'RE LOOKING FOR

• Passion for achieving customer satisfaction
• High level of initiative and works well in a team environment
• A quick learner that thrives in a fast-paced, high energy environment and is comfortable managing a wealth of information
• Strong interpersonal skills and high emotional intelligence
• Ability to calmly lead escalated customer situations to resolution
• Excellent organizational skills, multi-tasking skills and attention to detail
• Support customers from multiple countries in a 24x7x365 environment
• Experience with web, voice, email, and instant messaging tools
• Experience with Salesforce, G suite, and Google Analytics
• Excellent leadership, collaboration, and communication skills

WHAT YOU'LL DO

• 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 in a timely and efficient manner, following established guidelines; ensure incidents are accurately reported to management, and ensure each incident is formally documented for customers
• Maintain knowledge of Tock application, supported devices, third party integrations, processes, and policies and effectively communicates these to the customer
• Collect and share customer feedback with internal teams and recommend creative solutions to improve the customer experience
• Create and maintain articles for Tock’s external Help Center
• Provide regular two-way communication between the customer and Tock leaders, to provide strong team representation and set proper customer expectations
• Serve as Tock’s customer-facing point of 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

TOCK'S EXPLOSIVE GROWTH

WHAT WE OFFER

• Competitive salary
• Full benefits (medical, dental, and vision insurance)
• 401k + employer match
• Flexible vacation & paid time off
• Paid parental leave
• Commuter benefit in the form of pretax (US)

Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Tock, we are committed to equal employment opportunity 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.