Customer Care Manager - xtraCHEF
Start Date: 5/4
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: You must be available to work Monday - Friday 8:00am - 4:30pm CST
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.
Bready* to make a change?
As xtraCHEF Customer Care Manager, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. You are responsible for overseeing the customer journey for those experiencing Toast issues throughout the support experience, while working cross functionally with internal teams to create process and support guidelines. As a Customer Care Manager, you will train and develop members of the team on process, technical troubleshooting, and new product knowledge. To thrive as a Customer Care Manager at Toast, you are motivated to deliver high quality customer interactions by coaching your team to success, and excel in ambiguous environments.
xtraCHEF by Toast is an industry-leading accounts-payable automation integration with the Toast platform to fuel productivity and make more informed purchasing decisions. With xtraCHEF Pro, Food cost management reporting and analytics make it easy for operators to make sense of their books and shave percentage points off their prime costs.
About this roll* (Responsibilities)
- Utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively.
- Train and develop 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.
- Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles.
- Actively seek and embrace coaching opportunities to enhance individual and team performance,
- Handle escalated customer issues directly from the Senior Leadership Team.
- Manage the use of Salesforce.com, Zendesk, and all related applications.
Do you have the right ingredients?* (Requirements)
- 3+ years of experience performance managing and coaching, as a 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
- Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast-native hardware
- A genuine commitment to nurturing the professional growth and development of team members.
- Proven ability to address intricate customer issues promptly and with the utmost professionalism.
- Restaurant, SaaS or FinTech experience is a plus.
Special Sauce* (Non-essential Skills/Nice to Haves)
- Experience working in the tech industry or for a SaaS company
- Open to schedules that may include weekends, holidays and nights
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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