Hospitality Coordinator, Global Dining

Job Description:

• Provide real-time technical support to customers via email, phone, and chat across both Resy and Tock platforms
• Troubleshoot and resolve software and data issues using internal tools, test environments, and available resources
• Develop and maintain expertise in Resy and Tock systems, including integrations, devices, and operational workflows
• Serve as a customer-facing point of contact for the Global Dining brand and set clear expectations
• Deliver customized virtual training sessions to restaurant partners
• Document incidents accurately and communicate promptly with customers and internal stakeholders
• Gather and share customer feedback to inform product improvements and enhance user experience
• Act as a liaison between customers and internal teams
• Collaborate with Product, Engineering, Account Management, Sales, and Support teams
• Manage workload independently, prioritize effectively, and escalate when necessary
• Maintain accurate case documentation and time tracking

Requirements:

• 1+ year of experience in a professional or office-based environment
• Strong written and verbal communication skills
• Excellent organizational skills with the ability to manage multiple priorities
• Ability to work both independently and collaboratively within a team environment
• Comfort navigating technical systems and troubleshooting customer issues
• Bachelor’s degree or equivalent experience preferred
• Experience in hospitality, restaurants, or SaaS-based customer support preferred
• Familiarity with reservation systems or restaurant technology platforms preferred
• Experience delivering training or onboarding to customers preferred
• Demonstrated ability to work in a fast-paced, customer-focused environment preferred
• Training and proficiency in both Resy and Tock systems
• Ability to support customers via email, live chat, and inbound phone
• Schedule flexibility, including evenings or weekends, may be required
• Employment eligibility to work with American Express in the United States; visa sponsorship is not available

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