Senior Manager, Customer Care - Devices

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.

As a Senior Customer Care Manager, you are responsible for the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices.   You are responsible for overseeing the customer journey for those experiencing Toast issues throughout the support experience, while working cross functionally with internal teams to create process and support guidelines. As a Senior Customer Care Manager, you will train and develop members of the team on process, technical troubleshooting, and new product knowledge.  To thrive as a Senior Customer Care Manager at Toast, you are motivated to deliver high quality customer interactions by coaching your team to success, and excel in ambiguous environments. 

The Devices campaign at Toast helps our restaurant customers from the call center with our cloud-based system to ensure the clients functionality, security and PCI compliance. The team resolves immediate concerns, identifies potential issues, and provides customized configuration recommendations. 

 About this roll* (Responsibilities) 

• Lead and build the strategy for our Devices Care team - supporting existing leaders and agents and work cross functionally across the organization
• Implement process, system and people changes to drive continuous improvement and enable the teams to provide a great customer experience
• 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
• You will be a leading a team of managers focused on creating an environment of accountability and empowerment - making sure our teams are focused on how we can improve the customer experience today and tomorrow
• Give feedback outwards and upwards to influence change, collaborating with cross functional partners, and having a strong pulse on your business -
• Uncover what drives your teams improvement or decline in the customer experience, create action to change, and motivating your team to be hyper-focused on how they can do their part to impact the customer

Do you have the right ingredients?* (Requirements)

• 7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
• 5+ years experience successfully leading & managing teams
• 2+ years of experience managing managers/supervisors
• Demonstrated success in achieving goals and objectives, while driving performance/continuous improvement
• Excellent communication, interpersonal and writing skills 
• Ability to think critically and strategically about future trends, challenges, and opportunities
• Experience analyzing data to make strategic/tactical decisions while driving  process
• Ability to rapidly develop strong rapport/relationships with individuals at varying levels of seniority
• Experience driving new ways of thinking and working both within their team and the wider organization in the face of resistance and conflicting views

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$99,000—$158,000 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.