Manager II - Enterprise Customer Care

Location:
Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106.
You will be expected to be in office 2 days a week.

Hours:

The position requires weekend availability and will have working hours between 1:00 PM and 9:00 PM CST. The specific schedule will be assigned at the time of hire.

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.

As a Customer Care Manager, you will actively manage a team of agents for the Enterprise campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast Enterprise issues throughout the care experience, while working with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines.

To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments.

• Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

• 3+ 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 with proven experience leading teams through organizational shifts, structural transitions, and rapid process evolutions within a fast-paced, fluid environment.
• Success working cross-functionally to architect, document, and drive organization-wide adoption of new operational workflows.
• Experience evaluating operational workflows involving both internal departments and external partners, collaborating across groups to eliminate friction and optimize performance.
• Experience solving complex customer issues with a sense of urgency and professionalism
• Exceptional written, verbal, and presentation skills, with an ability to effectively communicate technical status updates to corporate and executive stakeholders
• High proficiency leveraging CRM, database, and system log tools—for example, Salesforce, Jira, Splunk, Hex, and Looker—to extract operational metrics and identify trends.
• Open to schedules that will include weekends, holidays and nights

• Experience working in the tech industry or for a SaaS company

At Toast, one of our company values is that we're 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…