Squarespace

Associate Customer Support Specialist - Tock

1 month agoChicago, IL

The Gig

The Tock Hospitality Team is looking for an Associate Customer Support Specialist The Associate Customer Support Specialist is responsible for supporting our Hospitality Managers as they manage the Tock customer experience after implementation. Through ongoing training, Associate Customer Support Specialist 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.

Significant growth opportunity includes:

  • Participate and contribute to a proactive customer support culture
  • Provide feedback for the multi-channel support tools that support rapid service delivery execution and facilitate ease of use for customers

You will report directly to the Associate Director of Hospitality and will be a full-time position located in Chicago.

You'll Get To...

  • Manage the guest experience on Tock's platform
  • Assist the Fraud Prevention and Finance teams with ongoing projects
  • Reproduce and troubleshoot software and data issues in test environments
  • 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
  • Document and share customer feedback with internal teams and recommend creative solutions to improve the guest experience
  • Collaborate with teams such as Account Management, Engineering, Design, Sales, and Marketing to ensure customer and guest satisfaction

Who We're Looking For

  • Passion for achieving customer satisfaction
  • Strong written and verbal communication skills
  • Excellent organizational skills, multi-tasking skills and attention to detail
  • 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
  • Experience using Salesforce and G Suite (a plus if you know Google Analytics)

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.

Client-provided location(s): Chicago, IL, USA
Job ID: Squarespace-4251965

Perks and Benefits

  • Professional Development
    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Access to Online Courses
  • Vacation and Time Off
    • Paid Vacation
    • Unlimited Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Paid Family Leave
  • Office Life and Perks
    • Flexible Work Hours
    • Remote Work Opportunities
    • Casual Dress
    • Pet-friendly Office
    • Happy Hours
    • Snacks
    • Some Meals Provided
    • Diversity, Equity, and Inclusion Program
    • Company Outings
  • Health and Wellness
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • Fertility Benefits
    • Family Support Resources
  • Financial and Retirement
    • 401(K)
    • 401(K) With Company Matching
    • Company Equity
    • Relocation Assistance

Company Videos

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