Manager II, Customer Care - Escalations

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Role will be hybrid 2-3 days if near a Toast office*

Bready* to make a change?

The Escalations Manager will actively manage a group of Care Escalation Advisors. Responsibilities include the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices. The Care Team oversees the customer journey for those experiencing Toast issues throughout the care experience, working with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and train and develop members of the team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities)

• Direct and oversee all aspects of Toast’s customer service policies, objectives, and initiatives


• Conduct 1-1s with direct reports to develop employees in advancing their careers and Toast competencies


• Manage escalated customer issues that can come directly from the Senior Leadership Team which will include interaction with customers


• Develop service level standards with a deep focus customer satisfaction, process and preventing future escalations


• Establish policies and procedures that produce high-quality customer service delivery and that reflect industry best practices


• Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends and create action plans to improve service performance


• Align customer service activities and initiatives to support and enhance the objectives of the organization

Do you have the right ingredients*? (Requirements)

• 3-5 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


• Experience solving complex customer issues with a sense of urgency and professionalism


• Ability to work cross functionally in a collaborative team environment

Special Sauce* (Non-essential Skills/Nice to Haves)

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


• Experience in the restaurant industry

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required