Hospitality Manager (Nights/Weekends)
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, pickup and delivery, 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. From the start they were spending an average of $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations, problems Nick wanted to solve. Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to do just that — to design and develop a new, robust reservation platform to change the way people around the world search, book, and dine.

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

  • Awarded Built In’s “2020 Best Places to Work”
  • Announced Tock’s platform will be powering JP Morgan Chase’s new Dining Program
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 30 countries operating in 200+ cities
  • Processed almost $1 billion in prepaid reservations
  • 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
  • Named one of 2019's 50 Startups to Watch

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.

You will start your journey at Tock with a robust in-office training program to help you quickly become a service industry expert. After the training program, this position will have the option to work from home.

What we're looking for

  • Strong problem solving, analytical, and critical thinking skills
  • Experience in a customer service role
  • Comfortable with a schedule that includes nights, weekends and holidays
  • Sunday - Thursday OR Tuesday - Saturday 4PM -12AM CST
  • Ability to multitask and prioritize multiple requests
  • Thrives in a fast-paced environment and comfortable with gray area
  • 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
  • Conduct data entry, documentation, and case management
  • Provide customized training based on customer needs
  • Collaborate with internal teams to identify and manage customer success
  • Reproduce and troubleshoot software and data issues
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience
  • 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

Interested?

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