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.

We are seeking a dynamic leader to join our Care leadership team. You will help shape the care strategy for a new app-based, chat-first channel that will have a significant positive impact on our customer’s experience.  We are seeking a humble, empathic, and data driven people leader who has experience building and leading new teams in a fast-paced environment in the customer success / support space, with the ability to implement a vision and strategy, drive process improvements, and inspire and motivate a large team. If you are a leader passionate about people, customer care, with an ability to lead a team through change and are excited at the prospect of joining us as we continue to grow - read on!

About this roll* (Responsibilities) 

• Lead and build the strategy for our fast growing ToastNow (chat support tool) Customer Care team - supporting existing leaders and agents and work cross functionally across the organization
• Implement process and system changes to drive continuous improvement and enable the teams to scale effectively
• Maintain a culture that is laser focused on providing a great customer experience; when needed, work directly with customers to ensure they are getting the support experience they expect
• Set the vision, direction, and goals for the team; collaborate with partners and key stakeholders to ensure alignment of priorities and objectives
• Provide coaching and mentoring to subordinate leaders and maintain a culture of career development, coaching, and performance management across the team
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment

Do you have the right ingredients*? (Requirements)

• 7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
• 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
• Transformational 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
• Previous experience scaling a chat channel is a plus

Our Spread* of Total Rewards: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.

*Bread puns encouraged but not required

#LI-REMOTE

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.Pay Range$128,000—$205,000 USD

 

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 candidateaccommodations@toasttab.com.