Manager II, Customer Care Escalations
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Role will be hybrid 2-3 days if near a Toast office*
Bready* to make a change
The Escalations Manager will actively manage a group of Care Escalation Advisors. Responsibilities include the productivity and the well-being of the members of the Care Team across the Boston Omaha and remote offices. The Care Team oversees the customer journey for those experiencing Toast issues throughout the care experience working with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines and train and develop members of the team on process technical troubleshooting and new product knowledge.
About this roll* (Responsibilities)
- Direct and oversee all aspects of Toasts customer service policies objectives and initiatives
- Conduct 1-1s with direct reports to develop employees in advancing their careers and Toast competencies
- Manage escalated customer issues that can come directly from the Senior Leadership Team which will include interaction with customers
- Develop service level standards with a deep focus customer satisfaction process and preventing future escalations
- Establish policies and procedures that produce high-quality customer service delivery and that reflect industry best practices
- Ensure that systems are in place and are utilized to capture and report on service metrics including any customer feedback or trends and create action plans to improve service performance
- Align customer service activities and initiatives to support and enhance the objectives of the organization
Do you have the right ingredients* (Requirements)
- 3-5 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
- Ability to work cross functionally in a collaborative team environment
Special Sauce* (Non-essential Skills/Nice to Haves)
- Experience working in the tech Fintech industry or for a SaaS company
- Experience in the restaurant industry
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
- 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.
