Senior Manager, Customer Care

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life (Responsibilities):

• Lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
• Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs, so complex technical issues are resolved efficiently and consistently.
• Act as the face of the Care business to functional leaders across Toast. Bring customer insights and operational data to those leaders to influence and improve processes and policies.
• Align customer service standards, activities and initiatives across LOBs so they support and improve performance against organizational objectives.
• Make sure the right systems are in place and in use. Report service metrics, including customer feedback and trends, to senior leadership.
• Create, communicate and follow through on action plans.
• Partner with departments across Toast to drive the highest levels of customer success throughout the post-live