Customer Support (Tock) - American Express : Job Details

**Description**

**You Lead the Way. We've Got Your Back.**

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

**WHO WE ARE** :

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining businesses, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

The American Express Global Dining team sits within the USCS organization. Our mission is to connect the world's best restaurants with the world's best customers through a trusted and innovative global Software as a Service (SaaS) platforms, built on the promise of access and unforgettable experiences.

We're hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.

**ABOUT THE ROLE** :

**Description:**

The Hospitality Manager/Customer Support is a member of the Hospitality Team and 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.

**Responsibilities:**

+ Support queue time (as managed through Salesforce Omni)

+ Maintain open communication (with peers, management, and internal teams)

+ Project time (as applicable when projects are available and an employee is in good

+ standing)

**Principal support queue time responsibilities:**

+ 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

**Principal communication responsibilities:**

+ 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

**Principal project time responsibilities:**

+ Complete designated tasks within the expected timeframe provided and ensure that time spent on projects each day is accurately logged into the Salesforce project record

+ Keep project team informed of progress, such as foresight on whether or not the expected timeframe can be met

+ Ensure that you understand the priority of the project as it relates to day-to-day responsibilities

**_

* The person hired for this position will need to be located in either Hawaii, Oregon, or Washington

* _**

**Qualifications**

Salary Range: $20.00 to $33.65 hourly bonus benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

+ 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

US Job Seekers/Employees - Click here to view the Know Your Rights poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

**Job:** Operations

**Primary Location:** US-Hawaii-Amex - for internal use only

**Other Locations:** US-Washington, US-Oregon-Amex - for internal use only

**Schedule** Full-time

**Req ID:** 24022812