Hospitality Coordinator, Global Dining
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Job Description
Hospitality Coordinator supporting Tock, American Express’s restaurant SaaS platform, through technical customer service. Troubleshooting issues, managing escalations, and delivering virtual training.
Responsibilities:
- Assist customers with technical questions in real time via email, phone calls, and chat messaging
- Reproduce and troubleshoot software and data issues in test environments and using available programs and resources
- Manage incident escalations according to established guidelines and protocols
- Maintain knowledge of the Tock application, supported devices, third-party integrations, processes, and policies
- Serve as Tock’s customer-facing point of contact and set proper customer expectations
- Facilitate customized virtual training sessions for customers
- Report incidents accurately to management and document them for customers
- Collect and share customer feedback with internal teams and identify product and process improvement opportunities
- Provide two-way communication between customers and Tock leaders
- Collaborate with Executive Support, Fraud Prevention, Account Management, Implementation Management, Engineering, Product, Marketing, and Sales
- Ensure weekly working hours and timecards are complete and accurate
- Acknowledge important manager communications within 24 hours or by the next working day
Requirements:
- At least 1 year of experience working in an office environment
- 1–2 years of Hospitality or Restaurant experience
- Strong communication skills
- Highly organized and able to manage project timelines
- Ability to be a team player
- Comfortable working on cases independently and escalating when necessary
- Bachelor's Degree preferred
- Experience working in a remote setting preferred
- Hospitality leadership experience preferred
- Ability to work Tuesday–Saturday, 2:30pm–11pm CST
Benefits:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
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