Customer Care Enablement Associate

Toast

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. 

As a Customer Care Enablement Associate you will work closely with Customer Care to drive consistent, high quality employee performance of our customer care agents to ensure we deliver a best in class customer experience. In this role you will design and deliver programs that measure, monitor and improve performance across technical topics as well as soft skills including empathy, good judgment, and a consultative, additive approach to all customer care interactions.

About this roll* (Responsibilities) 

  • Build and deliver training content that will uplevel the skills of our customer facing Care agents - sourcing and proliferating great examples that will set a standard of excellence and drive measurable performance improvement and customer outcomes [increased FCR, reduced AHT, improved CSAT, etc.]
  • Act as a subject matter expert on training programs, technical Toast topics and Care best practices 
  • Coordinate closely with functional leaders to ensure all product and process changes have updated content that is incorporated into ramp plans and learning paths 
  • Work with your manager to closely track agent performance and customer sentiment data to identify training opportunities across all teams, locations, cohorts, levels, etc
  • Drive improved Employee Engagement scores via interactive training programs, certification pathways, gamification, etc
  • Help promote a culture of learning where people are good at and love their jobs

Do you have the right ingredients*? (Requirements)

  • You love standards and training - when things are clear and people “get it” you are happy
  • Deep understanding of the Toast Product suite and the day to day workflows of CS/ Customer Care
  • A positive Team and Customer first mentality  
  • Great draw. Your team and stakeholders love working with you

*Bread puns encouraged but not required

Job ID: 8027

Posted about 1 month ago

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