Experienced Remote Customer Support Specialist - Tock Hospitality Management and Technical Support

Introduction to American Express and Our Mission At American Express, we believe that with the right backing, people and businesses can progress in incredible ways. As a global and diverse community of colleagues, we are committed to backing our customers, communities, and each other. Our mission is to provide the world's best customer experience every day, upholding our company values and powerful backing promise with integrity and in an environment where everyone feels seen, heard, and valued. About the U.S. Consumer Services Team and American Express Global Dining The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including premium, cobrand, cash back, and lending portfolios. The American Express Global Dining team, sitting within the USCS organization, connects the world's best restaurants with the world's best customers through a trusted and innovative global Software as a Service (SaaS) platform. Our mission is built on the promise of access and unforgettable experiences, and we're looking for talented individuals to join our team of restaurant-obsessed explorers. Job Overview: Customer Support Specialist - Tock We are seeking an experienced Customer Support Specialist to join our Hospitality Team, focusing on managing the Tock customer experience. As a key member of our collaborative team, you will provide best-in-class technical support through direct interaction with customers via emails, phone calls, chat messaging, and virtual training sessions. This role offers a competitive salary package, commensurate with experience, and the opportunity to work remotely. Key Responsibilities: Support queue time management through Salesforce Omni Maintain open communication with peers, management, and internal teams Project time management, as applicable, when projects are available and you are in good standing 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 the escalation of incidents in a timely and efficient manner, following established guidelines and protocols Maintain knowledge of the Tock application, supported devices, third-party integrations, processes, and policies, and effectively communicate these to customers Serve as Tock's customer-facing point of contact, representing the brand and setting proper customer expectations Facilitate customized virtual training sessions for customers based on individual needs Essential Qualifications: Strong technical support skills and experience in a similar role Excellent communication and customer service skills Ability to work in a fast-paced environment and prioritize tasks effectively Strong problem-solving and troubleshooting skills Knowledge of software applications, devices, and third-party integrations Experience with Salesforce Omni or similar customer relationship management tools Preferred Qualifications: Experience in the hospitality or restaurant industry Knowledge of Tock or similar SaaS platforms Experience with virtual training sessions and customer onboarding Strong project management skills and experience with project time management Ability to work independently and as part of a remote team Skills and Competencies Required for Success To succeed in this role, you will need to possess strong technical support skills, excellent communication and customer service skills, and the ability to work in a fast-paced environment. You will also need to be able to prioritize tasks effectively, troubleshoot issues, and maintain knowledge of software applications, devices, and third-party integrations. Strong problem-solving skills, attention to detail, and the ability to work independently and as part of a remote team are also essential. Career Growth Opportunities and Learning Benefits At American Express, we are committed to helping our colleagues learn and grow, creating a career journey that is unique and meaningful to each individual. We offer a range of benefits, programs, and flexibility that support our colleagues personally and professionally, including competitive base salaries, bonus incentives, and a 6% company match on retirement savings plans. We also provide comprehensive medical, dental, vision, life insurance, and disability benefits, as well as flexible working models, including hybrid, onsite, or virtual arrangements, depending on the role and business need. Work Environment and Company Culture Our company culture is built on a foundation of integrity, respect, and inclusivity. We believe in creating an environment where everyone feels seen, heard, and valued, and we prioritize the well-being and safety of our colleagues. We offer a range of programs and benefits to support our colleagues' physical, financial, and mental health, including free financial coaching, comprehensive medical benefits, and flexible working arrangements. Our Amex Flex enterprise working model provides greater flexibility to colleagues while preserving the important aspects of our unique in-person culture. Compensation, Perks, and Benefits We offer a competitive salary range of $20.00 to $33.65 hourly, plus bonus and benefits. Our benefits package includes: Competitive base salaries Bonus incentives 6% company match on retirement savings plans Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working models, including hybrid, onsite, or virtual arrangements 20+ weeks paid parental leave for all parents, regardless of gender 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 Conclusion If you are a motivated and experienced customer support specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. As a key member of our Hospitality Team, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and career. Don't miss out on this opportunity to join our team of restaurant-obsessed explorers and be part of a global and diverse community of colleagues who are committed to backing each other and our customers. Apply now and take the first step towards an exciting and rewarding career with American Express. Apply for this job