Customer Care Manager, Toast
Payments
$95-152k
2-3 days a week in office
Point of sale and management system for restaurants
Be an early applicant
Point of sale and management system for restaurants
1001+ employees
Be an early applicant
$95-152k
2-3 days a week in office
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 3+ 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
- Experience with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard
Desirable
- Experience answering incoming phone calls and ticketing systems
- Experience working in the tech industry or for a SaaS company
- Open to schedules that may include weekends, holidays and nights
- POS technical understanding with networking devices and connectivity
What the job involves
- As a Customer Care Manager II, you will actively manage a team of agents and managers for the Payments campaign
- You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Boston, MA office and will act as a Subject Matter Expert for Operations
- You will oversee the customer journey for those experiencing Toast payment issues throughout the care experience, while working with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines
- To thrive as a Customer Care Manager II at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments
- Manage and coach a team of managers and agents while monitoring their attendance and schedule adherence throughout the day
- Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
- Provide coaching and feedback to managers on their team performance and effectiveness
- Work directly with Sr. Managers on team initiatives to ensure alignment across managers and agents within the campaign
- Train and develop members of the team on process, technical troubleshooting, and new product knowledge
- Maintain open communication with managers and agents regarding their concerns and ideas, relaying to others as appropriate
- Communicate and influence new ideas for improvement with a solutions oriented mindset
- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fenway–Kenmore, Boston, MA
Leadership
Steve Fredette
(President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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