Associate Director of Support
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 September 2020):
- 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
- Reached a global customer base of 20 countries operating in 100+ cities
- Has now processed over $337 million in prepaid reservations
- Awarded Built In’s “2020 Best Places to Work”
- Named America’s Hottest Brand of 2020 by Ad Age
- 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 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
- 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 using the link below.
