Manager, Resy Support

3 days ago

Charleston, West Virginia, United States American Express Full time

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:

Resy is the American Express global dining platform. Our mission is to power the world's best restaurants, using technology to imagine the future of hospitality. We serve 16,000 ResyOS restaurants globally.

Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.

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

ABOUT THE ROLE:

Resy is looking for a Support Manager to join our team and play a key role in scaling our support operations, enhancing our customer experience and coaching our support team to success. With a focus on supporting Resy diners, the ideal candidate will be passionate about customer experience, highly analytical, and skilled in team leadership and development. This position will collaborate with stakeholders across the company including Customer Success, Compliance, Product, Data, Access, and Marketing teams to ensure successful support procedures are rolled out alongside all company initiatives.

WHAT YOU'LL DO:

●Lead and mentor a team of customer service representatives, fostering a culture of excellence, empathy, and accountability.

●Develop and maintain customer service policies and procedures, ensuring compliance with American Express standards and regulations.

●Work collaboratively with product teams to successfully support new Resy features and product updates.

●Develop and analyze Resy Support data to highlight key performance metrics, trends, and areas of improvement.

●Handle escalated customer inquiries and complaints with professionalism and efficiency, striving for positive customer outcomes.

●Develop into a thought leader and drive organizational change supporting customer outcomes.

●Work closely with cross-functional stakeholders across the organization, particularly with the Revenue, Product, Data, Access, and Marketing teams, to address customer needs and improve processes.

QUALIFICATIONS:

●Minimum 3 years in a post-sale Customer Success role

●You have experience working with Product and Engineering teams

●You have excellent verbal and written communication skills

●You're self-motivated and enjoy a fast paced and evolving work environment

●You're a creative thinker and approach challenges as new opportunities

●You lead and make decisions with a customer-centric mindset

●You have a strong understanding of hospitality operations and industry expertise

Resy is committed to Equal Employment Opportunity through attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status,veteran status, or disability status.

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary 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.

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