Senior Associate, Member Experience & Reservation Support

Dorsia is at the forefront of hospitality tech innovation. We are revolutionizing the way people experience dining by leveraging cutting-edge technology to offer exclusive restaurant reservations and VIP experiences. We’re rapidly growing and committed to providing a frictionless and exceptional experience for our members and restaurant partners. As a Senior Associate, Member Experience & Reservation Support, you will be vital in ensuring that every interaction leaves our members and partners feeling valued and prioritized. This role is pivotal in addressing inquiries, resolving issues efficiently, and building trust in our brand. 

You’ll work closely with the Head of Hospitality Operations to lead a team of customer support professionals, deliver personalized support through live chat, and drive continuous improvements in service delivery. At Dorsia, we want every touchpoint to exceed expectations.

In this role, you will: 

Customer Experience: Members and Restaurant Relations 

• Take complete ownership of customer inquiries, ensuring positive outcomes at every touchpoint.
• Act as a liaison for partner restaurants, fostering strong relationships with managers and finance personnel.
• Build trust by being professional, warm, and dependable in all interactions while staying aligned with our payment and cancellation policies.
• Identify and implement improvements to streamline reservation management, focusing on accuracy, efficiency, and speed.
• Escalate technical issues to relevant teams as needed.

Leadership & Support:

• Manage live chat assistance, ensuring the team adheres to best practices and resolves customer issues efficiently.
• Oversee and motivate a team of customer service representatives, providing training and guidance to ensure high-quality support.
• Refine and optimize support processes to ensure prompt, accurate, and brand-aligned responses.
• Prepare for new restaurant openings, events, etc., to ensure the team is ready for new inquiries and updated policies.

Process Improvement & Reporting:

• Continuously evaluate and enhance support protocols to meet evolving customer needs.
• Track customer experience metrics by creating dashboards to monitor and analyze performance.
• Identify and implement improvements to streamline tracking, improve accuracy, and reduce response times for reservation-related activities.

Your background is:

• Experience: Minimum of 3 years in a premium customer service or client-facing role. Experience with high-volume reservation systems or similar platforms is a plus.
• Skills: Exceptional written and verbal communication, relationship management,  and decision-making skills. Ability to prioritize the member experience while solving problems under pressure.
• Flexibility: Willingness to work nights, weekends, and holidays as needed.
• Mindset: Passion for hospitality, entertainment, and great food, with a proactive approach to problem-solving and process improvement.
• Organizational Abilities: Highly organized, detail-oriented, and committed to enhancing team efficiency and the customer experience.

Role Competencies:

• Exceptional Written Communication
• Customer service orientation, leading with hospitality 
• Effective problem solving 
• Client retention 

Company Competencies:

• Initiative: Actively seek opportunities for improvement.
• Effort: Consistently demonstrate a strong work ethic.
• Attitude: Maintain a positive, team-oriented approach.
• Role Knowledge: Apply expertise to meet role expectations effectively.

Our Core Values

Lead with hospitality. We respect the craft and precision that are intrinsic to the hospitality industry. We are a team diverse in background and thought, built to be the connective tissue between artists, chefs, diners, and members.

Mise en place. We are persistent in preparation, prioritization, and focus to anticipate our customers’ needs to create a powerful platform rooted in simplicity and elegance. And we know that details matter, which is why superior design is crucial to our brand ethos. Thoughtful design is baked into everything we do—our product, brand, creative, culture, and beyond. 

Go around the table—then commit. We know creativity takes feedback and iteration, and differing opinions can lead to healthy debate. While we encourage all voices to speak up and be heard, we are geared toward action and unify around the decision once it's made. Sometimes an individual idea or project may not be what’s best for the company, so don’t be afraid to kill your darlings. 

Our product is our signature dish. We are a product and marketing-led organization. Protecting our brand and vision needs to be top-of-mind with every move we make. 

Optimize turn times. We are creating beautifully-designed, tech-forward solutions to automate all sides of our business: for members, restaurants, and employees. And we’re laying a data-rich foundation to enable all stakeholders to make better decisions and enjoy the finer things in life.

Savor it. We eat slowly and celebrate the wins we share with those around the table. We’re in this for the long-haul, so enjoy the ride. 

Stay hungry. We can change the world or someone else will. We believe in a sense of urgency to keep pushing toward our goals. And there’s always room for dessert, because there’s always more to do.