Customer Support Specialist - Tock (Remote)

Job Description

The Gig

The Tock Hospitality team is looking for a Customer Support Specialist to manage 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. You will build relationships through direct interaction with customers through emails, calls, messages, and virtual training sessions. Through ongoing training, Specialists develop expertise in Tock's services, processes, and policies.

You express excellent communications skills, excel in a fast- paced environment, and enjoys thinking outside the box. Each Specialist develops solutions for customers and identifies trends in overall service delivery to produce the best possible customer experience.

Significant growth opportunity includes:

• Contribute to a proactive 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

All Squarespace and 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 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, processes, and policies and communicates these to the customer
• Collect and share customer feedback with internal 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 strong team representation and set proper customer expectations
• Be Tock's customer-facing point of contact, representing Tock's brand and setting proper customer expectations
• Work 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 excels in a fast-paced, high energy environment and is comfortable managing a wealth of information
• Strong interpersonal skills and high emotional intelligence
• Can 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

• 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)

Tock's Growth

• Awarded Fast Company's "Most Innovative Companies" for 2021
• Awarded Built In's "2021 Best Places to Work"
• 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.