Manager II, Care Account Operations
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Start Date: 01/26
Location: Omaha NE or Boston will be expected to be in office 2 days a week.
Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love.
Bready* to make a change
The Toast Account Operations team is responsible for improving the customers journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team.
About this roll* (Responsibilities)
- Manage and develop a team of 1012 operations advisors focusing on individual career development coaching and skill enhancement.
- Own team performance against core metrics like Service Level Agreement (SLA) productivity and schedule adherence.
- Actively participate in the hiring interviewing and training of new agents to maintain high performance standards across the team.
- Lead or significantly contribute to high-impact team projects aimed at improving efficiency enhancing quality and streamlining operations.
- Drive quality assurance (QA) and training projects ensuring process documentation (SOPs) and training materials are up-to-date and effective.
- Serve as a primary point of contact for internal partners (e.g. Product Finance Marketing) on initiatives requiring operational support or procedural change.
- Act as the final point of internal escalation for complex high-priority customer issues that require managerial intervention or exception handling.
- Translate complex operational data (e.g. SLA TTR AHT trends) into clear actionable narratives to drive strategic decision-making and influence roadmaps across cross-functional teams.
Do you have the right ingredients* (Requirements)
- 5 years in customer support
- 2 years experience in leading & managing teams
- Excellent communication and conflict resolution skills particularly in handling escalated customer and internal stakeholder issues.
- Proven track record of driving operational improvement projects (e.g. SOP creation quality scoring efficiency programs).
- Demonstrated ability to use data (SLA AHT Adherence etc) to manage performance and identify coaching opportunities.
Special Sauce* (Non-essential Skills/Nice to Haves)
- Restaurant SaaS or FinTech experience is a plus.
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 .
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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
- Corporate Paralegal
- Car Driving
- Design Engineering
- Electrical Controls
- Consultancy
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.
