Care Account Operations Manager

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 in Toast Account Operations your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution with the aim of enhancing the customer relationship with Toast.

About this roll* (Responsibilities)

• Lead coach and develop a team of agents ensuring accuracy and excellence across tickets calls and chats.
• Drive ongoing training on processes troubleshooting and product knowledge to enhance team capability and performance.
• Manage escalations and complex customer issues including those from senior leadership with professionalism and urgency.
• Partner cross-functionally to identify and implement process improvements that drive efficiency and customer satisfaction.
• Foster open communication by proactively addressing team concerns sharing insights and promoting a culture of feedback and collaboration.
• Oversee fraud case management ensuring sound judgment adherence to policy and timely resolution.
• Ensure effective use of Salesforce NetSuite and other internal/external tools to manage workflow and maintain data integrity.

Do you have the right ingredients* (Requirements)

• Overall 8 years & relevant 2-3 years of experience leading coaching and performance managing a team (e.g. Team Lead or Manager role).
• 3 years of experience in customer-facing roles with a strong focus on customer satisfaction and experience.
• Proven ability to operate independently and manage competing priorities in a dynamic fast-paced environment.
• Passion for developing people and nurturing their professional growth.
• Strong problem-solving and communication skills with the ability to resolve complex customer issues effectively.
• Experience in Restaurant SaaS or FinTech environments is a plus.

Your Secret Sauce* (Competencies)

• You instinctively put the customer at the heart of every decision and inspire your team to do the same.
• You coach with empathy hold high standards and create an environment where people can do their best work.
• You thrive on structure and data using metrics to identify gaps drive accountability and improve performance.
• You remain calm and effective amid ambiguity and change guiding your team through evolving priorities.
• You build strong partnerships across teams aligning on shared goals and driving collective success.
• You take initiative follow through and model accountability for your team.
• You seek smarter simpler ways to work constantly challenging the status quo for better outcomes.
• Strong spoken and written communication skills

Toasts Recipe for Success* (Shift Details)

This role follows a rotational shift schedule (including evenings weekends and holidays). Training and onboarding will be onsite. At Toast we work in a hybrid working model. For the first 12 months after go-live well ask you to be onsite at least 3 days a week to ensure strong collaboration and support.