Experienced Resy Hospitality Coordinators – Remote Customer Success and Support Specialists for Global Dining Platform

Introduction to American Express and Resy

At American Express, we empower our customers, colleagues, and communities to achieve their full potential. With a legacy of innovation and a commitment to excellence, we have established ourselves as a leader in the financial services industry. Our Resy platform, a global dining network, connects the world's best restaurants with discerning diners, providing unparalleled access to exceptional culinary experiences. As a Resy Hospitality Coordinator, you will play a vital role in delivering outstanding support to our restaurant partners and diners, ensuring that every interaction with Resy is nothing short of extraordinary.

About the Role

We are seeking highly skilled and passionate Resy Hospitality Coordinators to join our Customer Success team. As a Hospitality Coordinator, you will be responsible for providing top-tier support to our restaurant partners and diners, troubleshooting issues, and educating restaurant operators on how to leverage Resy's technology to elevate their hospitality offerings. This is a fully remote role, offering you the flexibility to work from anywhere, although we have a strong preference for candidates based in Charleston, SC.

Key Responsibilities

• Respond to guest inquiries via email, text, phone, and live chat, providing timely and effective solutions to their concerns
• Troubleshoot issues related to Resy products, including the Resy Consumer App, ResyOS Restaurant App, Resy Restaurant Web-Dashboard, and Resy.com
• Collaborate with our Senior Support Team to resolve critical issues and provide exceptional support to our restaurant partners
• Educate restaurant operators on how to optimize their use of Resy's technology to enhance their hospitality offerings
• Assist the implementation team in setting up new restaurant customers on Resy
• Offboard former restaurant customers, communicating final invoice details, scheduling official churn dates, and documenting feedback for review
• Make phone calls to confirm premium reservations for the Resy Global Access concierge program
• Work on other duties and projects as assigned, contributing to the growth and success of the Resy platform

Essential Qualifications

To succeed as a Resy Hospitality Coordinator, you should possess:

• A strong interest in working in a fast-paced hospitality-tech environment
• Exceptional organizational skills, attention to detail, and technological aptitude
• Ability to work flexible hours, including nights and weekends, to support our global restaurant partners
• Passion for the hospitality industry and experience working in restaurants
• Working knowledge of reservation management systems and restaurant operations
• Experience supporting technology for a SaaS business
• Mastery of Microsoft Office and MacOS

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Previous experience in a customer-facing role, preferably in the hospitality or tech industry
• Strong communication and interpersonal skills, with the ability to build rapport with restaurant partners and diners
• Ability to work independently and as part of a team, with a strong focus on collaboration and problem-solving
• Familiarity with Resy's products and services, or similar hospitality technology platforms

Skills and Competencies

To excel in this role, you should possess:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with restaurant partners and diners
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
• Strong attention to detail, with a focus on delivering high-quality support and solutions
• Ability to adapt to changing circumstances and priorities, with a flexible and resilient approach to work

Career Growth and Development

At American Express, we are committed to the growth and development of our colleagues. As a Resy Hospitality Coordinator, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge
• Opportunities for career advancement, with a focus on promoting from within
• Mentorship and coaching, to support your professional development and goals
• Access to a global network of colleagues, with opportunities for collaboration and knowledge-sharing

Work Environment and Company Culture

At American Express, we pride ourselves on our inclusive and supportive company culture. As a Resy Hospitality Coordinator, you will be part of a dynamic and diverse team, with a focus on:

• Collaboration and teamwork, with a emphasis on open communication and feedback
• Innovation and creativity, with a focus on finding new solutions and approaches
• Diversity and inclusion, with a commitment to creating a welcoming and inclusive environment for all colleagues
• Work-life balance, with a focus on flexibility and supporting the well-being of our colleagues

Compensation and Benefits

We offer a competitive salary range of $20.00 to $33.65 per hour, plus bonus and benefits. Our benefits package includes:

• 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
• 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 passionate individual, with a strong interest in the hospitality industry and a desire to deliver exceptional customer support, we encourage you to apply for this exciting opportunity. As a Resy Hospitality Coordinator, you will be part of a dynamic and innovative team, with a focus on growth, development, and success. Don't miss out on this chance to join our team and take your career to the next level. Apply now!