Senior Manager, 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.

This role will actively manage the Tier 1 Support Team.  This role is responsible for the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices.  This role is responsible for (1) overseeing the customer journey for those experiencing Toast issues throughout the support experience, (2) work with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities) 

  • Direct and oversee all aspects of Toast’s customer service policies, objectives, and initiatives.
  • Manage a team of managers.
  • Develop service level standards with deep focus on response and issue resolution times.
  • Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
  • Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends and create action plans to improve service performance.   
  • Align customer service activities and initiatives to support and enhance the objectives of the organization.
  • Manage escalated Customer Billing inquiries working closely  with our finance to ensure responses are addressed in a timely manner

Do you have the right ingredients?* (Requirements)

  • 5+ years experience managing customer service, support or operations teams while scaling for growing business needs
  • Detailed oriented and good with numbers
  • Experience driving process improvement and change throughout an organization
  • Strong customer centric experience
  • Ability to work cross functionally in a collaborative team environment
  • Restaurant, SaaS of FinTech Industry experience a plus

*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.