Senior Manager, Customer Care

Toast creates technology to help restaurants and local businesses succeed in a digital world helping business owners operate increase sales engage customers and keep employees happy.

A day in the life (Responsibilities):

• Lead a large Care organization spread across multiple lines of business (LOBs) managing Care Managers directly and Care agents indirectly to deliver an exceptional experience to live Toast customers.
• Own technical support operations end to end including capacity planning workforce management SLAs escalation paths and quality programs so complex technical issues are resolved efficiently and consistently.
• Act as the face of the Care business to functional leaders across Toast. Bring customer insights and operational data to those leaders to influence and improve processes and policies.
• Align customer service standards activities and initiatives across LOBs so they support and improve performance against organizational objectives.
• Make sure the right systems are in place and in use. Report service metrics including customer feedback and trends to senior leadership.
• Create communicate and follow through on action plans.
• Partner with departments across Toast to drive the highest levels of customer success throughout the post-live customer journey.
• Keep finding new and better ways to delight customers.
• Build team engagement professional development opportunities product training and change leadership as responsibilities evolve.
• Implement and improve the reports workflows dashboards email templates and other tools the team uses to communicate.
• Handle customer issues escalated directly from the Senior Leadership Team.
• Manage the use of NetSuite and all related applications.

Do you have the right ingredients* (Requirements)

• A minimum three-year degree in any discipline
• 15 years of overall experience including significant time in Customer Success Technical Support or SaaS-based roles
• 8 years of people management experience including leading managers and managing large teams across multiple LOBs
• Excellent communication interpersonal and writing skills with executive presence
• Proven experience managing technical support operations at scale
• A track record of acting as the business voice to functional leaders and influencing cross-functional process and policy changes
• Experience leading large cross-functional initiatives with other departments
• Love for developing people in a high-growth environment
• Enthusiasm for technology and demonstrated technical aptitude
• Strong project management skills and the ability to multitask
• Creative analytical and execution-oriented
• Ability to operate both strategically and tactically
• Restaurant SaaS or FinTech experience is a plus

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. We ask that you complete interviews and assessments on your own without real-time AI tools recording or transcription bots unless we tell you otherwise in advance. 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: Are the Secret Ingredient in Our Recipe for Success

At Toast our employees are our secret ingredientwhen they thrive we thrive. The restaurant industry brings together people with a wide range of backgrounds experiences and perspectives and we value that same breadth at Toast. We strive to build a culture grounded in authenticity respect and humility where every Toaster has a real opportunity to grow contribute and do their best workraising the bar in delivering exceptional experiences for our customers and each other.

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 .

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