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 Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team.

About this roll* (Responsibilities) 

• Lead a team of 8-10 professional analysts  to deliver exceptional customer experience with live Toast customers.
• Manage and develop a team of Business Operations Representatives, ensuring work is completed in an accurate and timely manner in line with our SLAs
• Work with customers and internal stakeholders to turn escalated situations into positive outcomes 
• Identify gaps in process using a data-driven approach, and drive improvements using tools and systems 
• Work with product, engineering and systems teams to automate and simplify processes
• Build, develop, and report on key success metrics of the team’s performance 
• Drive cross functional alignment across Customer Success, Billing, Legal, Payments, Business Systems and Product teams on key operational issues 
• 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 the Senior Manager and process improvement team to  implement and improve reports, workflows, dashboards, emails templates the team communicates with, and more.
• Partner with Senior Manager to handle escalated customer issues directly from Toast’s Senior Leadership Team.
• Oversee the use of Salesforce, NetSuite, Five9 and all related applications for your analysts

Do you have the right ingredients*? (Requirements)

• 5+ years in Customer Success in SaaS industry
• 2+ years experience successfully leading & managing teams
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Problem-solving, organized, tech-savvy, 
• Intellectually curious candidate with an ability to learn quickly and make an impact
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

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

• Restaurant, SaaS or FinTech experience 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

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.