Director, Customer Care

Toast

  • Full Time

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?
We are seeking a dynamic call center leader to join our support management team. Under the direction of our VP of Customer Care the Director of Customer Care manages the daily operations of 24/7 multiple location support and provides leadership for the continuous improvement of our level 1 support to ensure SLAs and KPIs are met. We are seeking someone who will place a strong emphasis on customer care, call quality, building high performing passionate teams, workforce planning and technology transformation.
 
About this roll* (Responsibilities) 
  • Serve as the overall site lead, managing support teams to key performance indicators including customer satisfaction, efficiency, staffing utilization and retention.
  • Drive continuous improvement of processes and performance to enhance the customer experience and employee satisfaction.
  • Drive implementation of new technologies as the support centers continue to transform into an omni-channel contact center
  • Lead leaders and teams, including setting the vision, strategy and plans for the team; guidance and input on their goals and objectives; providing performance feedback, coaching and mentoring to continuously raise the bar on team performance.
  • Be an ambassador for the Toast culture – helping to ensure a high bar for performance and a trusting, collaborative and fun environment
  • Partnering with the People and Workplace Experience teams, ensure a positive employee experience across the Omaha location
  • 10% travel for business meetings
Do you have the right ingredients*? (Requirements)
  • 7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
  • An extensive history of delivering quality customer service over a variety of communication channels including phone, email and live chat
  • Experience developing workforce management capabilities to handle schedule adherence, capacity planning and headcount forecasting 
  • Ability to analyze data to make decisions and drive process and performance improvement. 
  • Excellent organizational, communication, and presentation skills.
  • Ability to effectively operate both strategically and tactically
  • Value and thrive in an environment of learning and interacting with high-capability, high-energy people
  • Proven track record of building diverse, inclusive  and high performing teams; culturally sensitive and open to differences 
  • Change Agent – in the face of resistance and conflicting views, have the ability to push through new ways of thinking and work both within their team and the wider organization
  • Anticipates the future – act as a true leader, anticipating future opportunities and challenges and ensuring the team is lined up against them
  • Personal leadership –  respected and trusted leader with proven track record of achievement, adept management skills, reputation as a leader of change and passion about speed and simplicity.  Ability to rapidly develop strong rapport and build relationships with individuals and teams at multiple levels of the organization
  • BS degree or equivalent; Master’s degree preferred.

Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.