Customer Experience Manager
4 semanas atrás
About the Role
The Customer Experience Manager is a key member of the Hospitality Team, responsible for delivering exceptional customer service and support to Tock customers. This is a full-time, remote role located in Hawaii, and you will report directly to an Associate Director of Hospitality.
Key Responsibilities
- Develop and facilitate customized virtual training sessions for customers based on individual needs
- Reproduce and troubleshoot software and data issues in test environments and by reviewing logs & queries
- Manage the escalation of incidents swiftly, following established guidelines; ensure incidents are reported to management, and ensure each incident is formally documented for customers
- Maintain knowledge of Tock application, supported devices, third-party integrations and policies and communicate these with the customer
- Collect and share customer feedback with our teams and recommend creative solutions to improve the customer experience
- Maintain articles for Tock's external Help Center
- Collaborate with teams such as Account Management, Engineering, Design, Sales, and Marketing to ensure customer satisfaction
Requirements
- Passion for achieving customer satisfaction
- Ability to work well in a team environment
- Comfortable managing a wealth of information
- Ability to calmly lead escalated customer situations to resolution
- Excellent attention to detail
- Support customers from multiple countries in a 24x7x365 environment
- 1+ years of experience with web, voice, email, and instant messaging tools
- 1+ years of experience with Salesforce, G suite, and Google Analytics
Benefits
- A choice between medical plans with an option for 100% covered premiums
- Flexible paid time off
- 401k with employer match
- Paid parental leave
- Fertility and adoption benefits
- Education reimbursement
- Pretax commuter benefits
- Employee Assistance Program
- Charitable donation match
- 6 Global Employee Resource Groups (ERGs)
Compensation
The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Tock employees are eligible to receive equity in the company as part of their total compensation.
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