Manager, Customer Care - Tier 2


Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Toast is seeking a Customer Care Manager to join the Care organization. Working with the Senior Customer Care Manager, and in close collaboration with lateral Customer Care Managers, this role will play a key part in executing objectives regarding meeting key service levels, employee & team development, and operational efficiencies. An integral part of Tier 2 Care management, this role has direct oversight of Tier 2 customer care specialists, and is tasked to lead with the Toast values of “One Team” and “Embrace a Hospitality Mindset” in mind.

About this roll* (Responsibilities) 

  • Responsible for leading a remote Toast T2 customer care team and collaborating laterally across Toast locations with other T2 managers.
  • Monitors attendance and schedule adherence for direct reports; acts as a point of contact for other T2 specialists throughout the day. 
  • Provides ongoing performance management, recurring one-on-one meetings with direct reports, feedback and coaching, identification of training opportunities, and preparation of career development plans for direct reports.
  • Manages up & proactively communicates to refine T2 support policies and procedures and identifies trending problem areas & opportunities with the goal to get customers to the right resources.
  • Demonstrates a strong sense of flexibility for themselves & their team.
  • Other duties as assigned.

Do you have the right ingredients*? (Requirements)

  • 2+ years people management or supervisory experience in a Customer Care/Customer Support role 
  • Demonstrated ability to lead through change, preferably in a fast-paced startup environment
  • Familiarity with Front of House and Back of House restaurant operations
  • Technical experience with hardware devices and software configuration as it pertains to Point of Sale systems
  • Ability to use enterprise system tools such as Salesforce, Five9 and Looker.
  • High School Diploma or equivalent education required.

*Bread puns encouraged but not required

Job ID: 6296

Posted 15 days ago

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