Senior Manager, Customer Care

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life (Responsibilities):

• Lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
• Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs, so complex technical issues are resolved efficiently and consistently.
• Act as the face of the Care business to functional leaders across Toast. Bring customer insights and operational data to those leaders to influence and improve processes and policies.
• Align customer service standards, activities and initiatives across LOBs so they support and improve performance against organizational objectives.
• Make sure the right systems are in place and in use. Report service metrics, including customer feedback and trends, to senior leadership.
• Create, communicate and follow through on action plans.
• Partner with departments across Toast to drive the highest levels of customer success throughout the post-live customer journey.
• Keep finding new and better ways to delight customers.
• Build team engagement, professional development opportunities, product training and change leadership as responsibilities evolve.
• Implement and improve the reports, workflows, dashboards, email templates and other tools the team uses to communicate.
• Handle customer issues escalated directly from the Senior Leadership Team.
• Manage the use of Salesforce.com, NetSuite and all related applications.

Do you have the right ingredients?* (Requirements)

• A minimum three-year degree in any discipline
• 15+ years of overall experience, including significant time in Customer Success, Technical Support or SaaS-based roles
• 8+ years of people management experience, including leading managers and managing large teams across multiple LOBs
• Excellent communication, interpersonal and writing skills, with executive presence
• Proven experience managing technical support operations at scale
• A track record of acting as the business voice to functional leaders and influencing cross-functional process and policy changes
• Experience leading large cross-functional initiatives with other departments
• Love for developing people in a high-growth environment
• Enthusiasm for technology and demonstrated technical aptitude
• Strong project management skills and the ability to multitask
• Creative, analytical and execution-oriented
• Ability to operate both strategically and tactically
• Restaurant, SaaS or FinTech experience is a plus

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.