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.
The Senior Manager Customer Care actively supports the productivity goals and success of this essential Care Team responsible for the Toast customer journey when experiencing issues to improve the customer relationship with Toast.
About this roll* (Responsibilities)
- Manage a team of Care Managers directly and Care agents indirectly to deliver exceptional customer experience with Live Toast customers.
- Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
- Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans.
- Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey.
- Constantly identify new and improved ways to deliver delight across customers.
- Team engagement, create professional development opportunities, product training and change leadership with evolving responsibilities.
- Work with implementing and improving reports, workflows, dashboards, emails templates the team communicates with,and more.
- Handle escalated customer issues 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 of three year degree in any area, or any other related discipline
- 5+ years in Customer Success or SaaS based roles
- 5+ years experience successfully leading & managing teams
- Experience working on large cross-functional initiatives with other departments
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
- Restaurant, SaaS or FinTech experience is a plus.
Work Mode: This role follows a hybrid work model, requiring a minimum of 2 days per week in the office.
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!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
