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Hospitality Manager - Tock (Remote) at Squarespace

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The Gig

The Hospitality Manager 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.

You'll Get To...
  • 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
Who 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
Benefits & Perks
  • Health insurance with 100% premium covered for you and your dependent children
  • Flexible vacation & paid time off
  • 401k with employer match
  • Paid parental leave
  • Fertility and adoption benefits
  • Education reimbursement
  • Commuter benefit in the form of pretax (US)
  • Employee Assistance Program
  • Charitable donation match
Tock's Growth
  • Awarded Fast Company's "Most Innovative Companies" in 2021
  • Awarded Built In's "Best Places to Work" in 2020, 2021, and 2022
  • Awarded America's Hottest Brands of 2020 by AdAge
  • Won 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
  • Named one of 2019's 50 Startups to Watch
  • Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and more
About Tock

Tock is the all-in-one system for reservations, takeout, delivery, and events. We are changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe.

About Squarespace

Squarespace is a leading all-in-one website building and ecommerce platform that enables millions to build a brand and transact with their customers in an impactful and beautiful online presence. Our suite of products enables anyone at any stage of their journey to manage their projects and businesses through websites, domains, ecommerce, marketing tools, and scheduling, along with tools for managing a social media presence with Unfold and hospitality business management via Tock. Squarespace democratizes access to best-in-class design, helping our customers in approximately 200 countries and territories maintain consistent branding across all digital touchpoints to stand out online. Our team of more than 1,400 is headquartered in downtown New York City, with offices in Dublin, Ireland, Portland, Oregon, Los Angeles, California and Chicago, Illinois. For more information, visit www.squarespace.com.

Our Commitment

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.

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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
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    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
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    • RedshiftDatabases
    • KafkaDatabases
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What are Squarespace Perks + Benefits

Squarespace Benefits Overview

We take care of our employees in more ways than one. We offer competitive medical, dental, and vision for our employees and their dependents. We also offer up to 20 weeks of paid family leave (includes parental), daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

An Insider's view of Squarespace

What does your typical day look like?

My days are usually split between weekly one-on-ones with my team and pockets of time where I can focus on what I need to get done for the week. The dedicated time to speak one on one with my team is the best place for me to hear about their wins, understand and coach them through their challenges, and help them move forward.

Trish

Technical Program Manager

How has your career grown since starting at the company?

I first stepped into Squarespace as an intern, and it’s been a crash course in all things advertising and design since then. I’ve worked on some cool projects, from developing a microsite built to celebrate our awesome customers called Makers & Dreamers to creating content for our product that tons of users will come across.

Gina

Art Director

What is your vision for the company?

My role is to lead the creation of a shared vision, strategy, and plan toward the development of a learning culture at Squarespace. We envision Squarespace becoming a place where people come to not just do their career’s best work, but also as a place where they learn and grow in unimaginable ways.

Jason

Director of Learning & Development

What does your typical day look like?

I’ve been measuring my time in weeks since I can’t make much progress in a single day. I am responsible for guiding my team in the right direction and am accountable for delivering high-quality projects on time. Monday is a meeting-free day. I use it to plan my week, focus on long-term planning, dig into problems and work on important tasks.

Aldo

Engineering Manager

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