Technical Support Team Lead

Toast

Omaha, NE Technical Support

We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?

Toast is currently recruiting for a Technical Support Team Lead with experience in both the restaurant industry and with Point of Sale systems. The ideal candidate will have a solid technical background, with a strong focus on building Customer relationships and Customer Service. This is an integral role where you will be responsible for managing your team of Tier 1 agents to live up to the Toast value of “Do Right by the Customer.”

About this roll*: 

  • Is responsible for leading a team of agents within their first 60 days. Monitors attendance and schedule adherence throughout the day. Acts as a Subject Matter Expert for Operations and Training.
  • Monitors agent progress through their training cycle and assists with continuing education as needed.
  • Partners with leadership to direct agents to improve their effectiveness for Customer Support.
  • Provides coaching and feedback to all agents - through the QA process or through One on One sessions.
  • Is required to be available for Supervisor Calls.
  • Maintains open communication with agents regarding their concerns and ideas; relays to others as appropriate.
  • Proactively communicates new ideas for improvement.
  • Assists agents with challenging customer contacts - is a point of contact for escalated situations

Do you have the right ingredients*

  • 2 years in training or supervisory experience in a Customer Support role and/or familiarity with front of house and back of house restaurant operations
  • Technical experience with Point of Sale systems, Ability to use CRM’s such as Salesforce, Five9, Talkdesk and Zendesk or similar tools High School Diploma of equivalent education required.

*Bread puns encouraged but not required

Job ID: 3963

Posted 19 days ago

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