Senior Manager of Customer Care, Toast

• 7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
• 5+ years experience successfully leading & managing teams
• Willingness to travel to Toast international offices (approx. 5% travel)
• Experience working on large cross-functional initiatives with other departments
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

Desirable

• As a Senior Customer Care Manager Devices, you are responsible for the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices
• 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 Senior Customer Care Manager, you will train and develop members of the team on process, technical troubleshooting, and new product knowledge
• To thrive as a Senior 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
• The Devices campaign at Toast helps our restaurant customers troubleshoot their physical devices and networking equipment
• The team resolves immediate concerns, identifies potential issues, and provides customized configuration recommendations
• Lead a team of 4+ Managers to deliver exceptional customer experience with live Toast customers
• Manage oversight of partner relationships with our outsourcing partners that support the Devices campaign to achieve combined success
• Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives
• Understand and focus on the most important metrics, collaborating with your senior manager to ensure the right ones are measured and aligned with business goals
• Partner with senior management to set clear team expectations, develop a glide path, and utilize necessary tools to achieve success
• Analyze customer pain points across the entire journey and propose actionable solutions to improve overall customer satisfaction
• Engage the team to understand their perspectives, manage time efficiently, and collaborate cross-functionally to ensure quality interactions
• Actively engage with the team through round-tables, call shadowing and side by sides (both in-person and virtual) to communicate key priorities and actions, and to understand the business direction and vision.Lead and support change initiatives within the campaign, ensuring full understanding of their impact on both the customer and the team
• Effectively communicate the reasons behind change and maintain a positive and open-minded approach
• Regularly recognize and reward team achievements, manage people metrics (such as attrition and performance), and ensure that each team member has access to coaching, mentoring or advocacy. Set high expectations for talent by driving ownership of the customer experience, identifying top performers, and developing a strong pipeline of future leaders
• Know when and where to escalate issues that arise from change, and work proactively to drive resolution while maintaining team alignment and organizational goals