Hospitality Manager — Chicago, IL

About Tock

Tock is 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. This includes a robust reservation, guest, and table management system for businesses of all sizes.

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 to this problem, Nick started work on a new reservation system. The homemade platform was a success. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn his simple idea into a robust platform and change the way people dine around the world.

Tock’s explosive growth (as of January 2020):

  • Reached a global customer base of over 1,700 businesses in over 28 countries operating in 100+ cities
  • Booked over 25 million guests
  • Processed over $700 million in prepaid reservations
  • Named one of Fast Company’s Most Innovative companies
  • Named one of Built In Chicago's 100 Best Places to Work
  • Won Chicago Tribune's "Game Changer" Award for industry innovation

Job description

Tock is looking to expand our Hospitality Team and we need a thoughtful and dedicated Hospitality Manager to join our growing support staff. You will be tasked with providing product guidance and working to resolve a variety of issues. As a member of the team, you will be front and center of customer success, filtering issues and brainstorming solutions with members of all internal teams.

As the first line of assistance to our worldwide community of restaurants, wineries, bars, and hotels, you will quickly become a service industry expert. This means you are not just an ordinary support provider, but you will help shape the future of Tock by working closely with our designers and engineers to constantly improve our product and services.

What we're looking for

  • Strong problem solving, analytical, and critical thinking skills
  • Experience in a customer service role
  • Ability to multitask and prioritize multiple requests
  • Thrives in a fast-paced environment and comfortable with gray area
  • Comfortable with a flexible work schedule that includes nights, weekends and holidays
  • A strong work ethic with a high level of professionalism
  • Exceptional verbal and written communication skills

What we'd prefer

  • 3 years of customer support or technical helpdesk experience
  • Bachelor’s Degree
  • Experience using CRM, preferably Salesforce

What you’ll do

  • Field support calls and emails from customers
  • Provide customized training based on customer needs
  • Collaborate with internal teams to identify and manage customer success
  • Reproduce and troubleshoot software and data issues
  • Collect customer feedback and share findings across Tock product and engineering teams
  • Take part in a rotating on-call schedule (nights/weekends/holidays)
  • Work closely with the engineering team to test new feature releases
  • Initiate and coordinate escalation and incident management

What we offer

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Paid time off
  • Paid parental leave
  • Free daily lunch
  • Stocked kitchen and nitro coffee on tap
  • Sunny office in Chicago's West Loop neighborhood


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