Hospitality Manager

Hospitality Manager

At American Express, our culture is built on a 175-year history of innovation, shared values and leadership behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of the Hospitality Team, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The Hospitality Manager is responsible for managing the Tock customer experience. This role is responsible for providing best-in-class technical support through direct interaction with customers via emails, phone calls, chat messaging, and virtual training sessions.

You'll get to :

• Assist customers with technical questions in real time via email, phone calls, and chat messaging, as scheduled
• Reproduce and troubleshoot software and data issues in test environments and by using all other available programs and resources
• Manage the escalation of incidents in a timely and efficient manner, following established guidelines and protocols
• Maintain knowledge of Tock application, supported devices, third party integrations, processes, and policies and effectively communicate these to the customer
• Serve as Tock's customer-facing point of contact, representing Tock's brand and setting proper customer expectations
• Facilitate customized virtual training sessions for customers based on individual needs
• Ensure incidents are accurately reported to management, and documented for customers
• Collect and share customer feedback with internal teams and identify opportunities for product and process improvements
• Provide regular two-way communication between the customer and Tock leaders, to provide strong team representation and set proper customer expectations
• Collaborate with internal teams such as Executive Support, Fraud Prevention, Account Management, Implementation Management, Engineering, Product, Marketing, and Sales to ensure customer satisfaction
• Ensure each week's recorded working hours are complete and accurate and that timecards are submitted on time
• Acknowledge important communications from managers within 24 hours, or your next working day

Minimum qualifications :

Preferred qualifications :

Qualifications :

Salary range : $26.20 to $43.87 hourly bonus benefits

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws.

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