Associate Director of Support at Tock
About Tock
Tock is the only 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.
Tock’s explosive 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
- Announced an exclusive partnership and integration with Chase Pay & Ultimate Rewards and WineDirect
- 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
- 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
About the position
Tock is looking for an experienced Associate Director of Hospitality to lead our growing team. The ideal candidate will have a strong background and a proven track record in developing and scaling customer support teams. The Associate Director is responsible for managing and scaling a team of Hospitality Managers who manage the Tock customer experience after implementation. This position reports directly to the Director of Hospitality and works closely with Engineering, Account Management, Design, and Marketing teams.
What we’re looking for
- 3+ years managing a high performing 365/24/7 customer support team
- A quick learner that thrives in a fast-paced, high energy environment
- Outstanding written and verbal communication skills
- Strong technological aptitude, and the ability to stay calm under pressure
- Strong interpersonal skills and high emotional intelligence
- Ability to calmly lead escalated customer situations to resolution
- Strong work ethic and high level of professionalism
- Detail oriented and analytical problem-solving skills
- High level of initiative and works well in a team environment
- Excellent organizational skills, multi-tasking skills, and attention to detail
- Ability to be resourceful and make balanced decisions
- Experience with Salesforce
- Bachelor’s Degree required
What you’ll do
- Provide direct oversight, mentorship, and training of the Hospitality team
- Identify efficiency opportunities while also exploring innovation and means of implementing new processes
- Identify trends and key performance indicators to further enhance customer experience
- Review customer feedback for trends and present data to Senior Leadership to improve the customer experience
- Foster an environment of continuous learning
- Collaborate with internal teams across Tock to identify and manage customer success
- Provide team members with coaching and feedback to ensure their continued success
- Develop communications that clearly describe technology changes in advance of all who will be affected and what actions need to be taken
What we offer
- Competitive salary
- Full benefits (medical, dental, vision), 401k
- Paid time off
- Paid parental leave
How to apply
Complete the short application below and submit a resume and cover letter.
