Manager, Customer Care Device
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Location: Must be located in Omaha NE or Boston MA and be able to work in the office 2 days out of the week.
Hours: The position requires availability from Tuesday through Saturday between 1:00 PM and 11:00 PM CST. The specific schedule will be assigned at the time of hire.
Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business increase sales engage guests and keep employees happy.
Bready* to make a change
As a Customer Care Manager you will actively manage a team of agents for the Devicecampaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast Device issues throughout the care experience while working with cross-functional Internal teams such as Restaurant Success Sales and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast you are resilient motivated to coach a team on delivering high quality customer interactions and excel in ambiguous environments.
About this roll* (Responsibilities)
- Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
- Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
- Train and develop members of the team on process technical troubleshooting and new product knowledge
- Maintain open communication with agents regarding their concerns and ideas relaying to others as appropriate
- Communicate and influence new ideas for improvement with a solutions oriented mindset
- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
Do you have the right ingredients* (Requirements)
- 3 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
- Experience with networking troubleshooting tools such as Meraki Dashboard and Ubiquiti Dashboard.
Special Sauce* (Non-essential Skills/Nice to Haves)
- Experience answering incoming phone calls and ticketing systems
- Experience working in the tech industry or for a SaaS company
- Open to schedules that may include weekends holidays and nights
- POS technical understanding with networking devices and connectivity
AI at Toast
At Toast 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 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 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) benefits and equity (if eligible).
Diversity 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 .
------
For roles in the United States It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Required Experience:
Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience.
