Join Tock

We are an extremely passionate group dedicated to changing the world of reservations.

Director of Support — Chicago, IL

About Tock

Tock is reimagining how chefs, restaurants, and wineries across the world run their businesses and manage reservations.

Nick Kokonas and Chef Grant Achatz opened Alinea to international fanfare in 2005 - now a perennial Michelin three star and widely considered one of the best restaurants in the world. For years they were spending $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations. Knowing there had to be a solution, Nick started work on a new reservation system. The homemade platform was a success, nearly eliminating no-shows and dramatically improving the guest experience. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn this simple idea into a robust platform to change the way people dine.

Tock’s explosive growth (as of April 2019):

  • Reached a global customer base of over 20 countries operating in 100+ cities
  • Has now processed over $480 million in prepaid reservations
  • Announced an exclusive partnership and integration with Chase Pay & Ultimate Rewards
  • Announced an exclusive partnership and integration with WineDirect
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • 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

Job description

Tock is looking for an experienced Director of Support to lead our growing team. The ideal candidate is a seasoned customer support individual with a proven track record of being detailed oriented, demonstrating excellent communication skills, solving customer questions and troubleshooting issues in a timely manner. As the face of Tock, you will oversee the support team who are responsible for triaging through a resolution of all inbound customer requests. You will also work closely with the Account Management team to onboard and support new customers, and the Engineering and Product Design teams to communicate customer wants and needs.

What we're looking for

  • 5+ years managing support teams in B2B software (SaaS preferred)
  • Interest in working in a fast-paced startup environment
  • Customer-centric problem solver
  • Experience building and managing customer relationships
  • Outstanding communication and written skills and detail oriented
  • Strong analytical problem-solving skills
  • Experience analyzing data and providing answers to ad-hoc customer questions
  • Strong work ethic and high level of professionalism
  • Experience using Salesforce and G Suite
  • Bachelor’s Degree

Responsibilities

  • Provide direct oversight of the Customer Support team and provide mentorship and training
  • Ensure accurate and timely follow-up to customer support inquiries
  • Implement best in class customer support case management processes
  • Initiate and coordinate escalation and incident management
  • Collaborate with internal teams across Tock to identify and manage customer success
  • Collect customer feedback and share across Tock Product and Engineering teams
  • Manage the on-call schedule (including nights and weekends)
  • Organize, investigate, and resolve issues in a timely and effective manner
  • Strong technological aptitude, and the ability to stay calm under pressure

What we offer

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Pre-tax transit benefit
  • Paid time off
  • Paid parental leave
  • Free daily lunch
  • Nitro coffee on tap

Interested?

Please submit your resume and cover letter, letting us know why you're interested in Tock, using the link below.
Apply now