Senior Director Enterprise Customer Care

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. We are seeking a dynamic operational leader to join our Care leadership team and help shape the Care strategy which will significantly impact our customers experience. We are looking for a data-driven people leader who encompasses Toasts Values and has experience building and leading teams in a fast-paced customer success/support environment. The ideal candidate will have the ability to implement a clear vision and strategy drive process improvements and inspire and motivate a large team.

About this Role (Responsibilities):

• Define and execute the global enterprise support strategy aligned with company growth objectives customer expectations and product complexity.
• Lead and inspire a diverse high-performing team serving a high growth vital customer segment.
• Serve as the executive voice for enterprise customers driving proactive support advocacy and retention.
• Own and continuously improve global KPIs: CSAT NPS response/resolution times SLA compliance and cost-per-case efficiency.
• Design and optimize tiered support models 24/7 coverage structures and escalation frameworks to ensure consistent service quality worldwide.
• Partner with Product Engineering and Customer Success to drive root-cause analysis product quality improvements and customer-driven innovation.
• Implement best-in-class tools and automation (AI-assisted workflows self-service knowledge bases) to scale support Advocacy & Executive Engagement
• Act as a senior point of escalation for strategic enterprise accounts ensuring swift resolution of critical issues.
• Build trusted relationships with senior customer stakeholders reinforcing our value and partnership through proactive communication and transparency.
• Create feedback loops to amplify the customer voice internally and influence product roadmaps.
• Develop and retain top global talent; build leadership depth and succession plans within the organization.
• Cultivate a culture of accountability empathy and continuous improvement.
• Drive engagement inclusion and collaboration across regions and functions.

Do you have the right ingredients* (Requirements)

• 10 years in enterprise or technical support with 7 years leading large multi-regional teams (100 staff).
• Experience in a high-growth SaaS or SaaS hardware environment (IoT connected devices or restaurant/retail tech strongly preferred).
• Proven success scaling global support operations during periods of rapid growth (20% YoY).
• Strong command of enterprise support models incident management and global escalation frameworks.
• Data-driven approach to performance management expert in interpreting dashboards metrics and analytics.
• Exceptional communication and executive presence; proven ability to influence at C-level both internally and with customers.
• Passion for customer advocacy operational rigor and leading teams that make a measurable business impact.

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

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