Manager, Care Account Recovery

Toast is driven by building the restaurant platform that assists restaurants in adapting gaining control and returning to what they do best: building the businesses they love.

As a Manager for Toasts Account Recovery team your role is pivotal in supporting the productivity compliance and overall success of this specialized Care function. This team is responsible for securely helping customers regain access to their accounts including MFA resets MFA disables and email address changes while upholding strict security protocols and delivering a seamless customer experience.

About this roll (Responsibilities)

• Manage coach and performance-monitor a team of Account Recovery Agents ensuring accuracy compliance and SLA adherence.
• Train and develop team members on verification protocols security tools and evolving account recovery processes.
• Maintain open communication with agents addressing concerns and ideas and sharing insights with leadership as appropriate.
• Assist agents with challenging verification cases and oversee escalations requiring judgment in ambiguous or sensitive situations.
• Handle escalated customer issues directly from senior leadership and cross-functional stakeholders.
• Drive operational excellence by monitoring key metrics analyzing trends and implementing process and workflow improvements.
• Ensure compliance with data privacy security and regulatory requirements across all account recovery activities.
• Manage the use of Salesforce Zendesk authentication platforms (e.g. Okta Duo Authy) and related applications to ensure accurate case management and reporting.

Do you have the right ingredients (Requirements)

• Bachelors degree or higher from a recognized institution.
• 57 years of experience in customer operations security operations or BPO/shared services with at least 2 years in a people management role.
• Proven ability to address complex customer issues and manage sensitive escalations.
• Success operating independently and navigating competing priorities in a fast-paced evolving environment.
• Genuine commitment to nurturing the professional growth and development of team members.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions and improvements.
• Familiarity with identity verification tools CRMs (e.g. Salesforce Zendesk) and authentication platforms (e.g. Okta Duo Authy).
• Flexibility to work in rotating shifts including evenings weekends and holidays aligned with U.S. business hours.

Your Secret Sauce(Competencies)

• Lead coach and develop a high-performing team
• Build and maintain SOPs and secure workflows
• Make sound decisions under pressure
• Balance security with excellent customer experience
• Use data to drive process improvements
• Collaborate effectively and adapt to change
• Handle sensitive data with integrity
• Comfortable with CRMs and authentication tools

AI at Toast

At Toast one of our company values is that were hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster more independently and with higher quality. We provide these tools across all disciplines from Engineering and Product to Sales and Support and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; its a core part of our culture.

Our Total Rewards Philosophy

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 Toast Uses AI in its Hiring Process

Throughout the hiring process our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking summarization and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: Equity and Inclusion is Baked into our Recipe for Success

At Toast our employees are our secret ingredientwhen they thrive we restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally check out: 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 .

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