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?

The Escalations Manager will actively manage a group of Technical Escalation Advisors. Responsibilities include the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices.  The Care Team oversees the customer journey for those experiencing Toast issues throughout the care experience, working with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and 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
• Conduct 1-1s with direct reports to develop employees in advancing their careers and Toast competencies 
• Manage escalated customer issues that can come directly from the Senior Leadership Team which will include interaction with customers
• Develop service level standards with a deep focus customer satisfaction, process and preventing future escalations
• 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

Do you have the right ingredients*? (Requirements)

• 3-5 years of experience performance managing and coaching, for instance  a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Experience solving complex customer issues with a sense of urgency and professionalism 
• Ability to work cross functionally in a collaborative team environment

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience working in the tech, Fintech industry or for a SaaS company
• Experience in the restaurant industry 

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-DNI

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$88,000—$141,000 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.