Senior Director of Enterprise Customer Care, Toast
$169-270k
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
$169-270k
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- We are looking for a data-driven people leader who encompasses Toasts Values and has experience building and leading teams in a fast-paced customer success/support environment
- The ideal candidate will have the ability to implement a clear vision and strategy, drive process improvements, and inspire and motivate a large team
- 10+ years in enterprise or technical support, with 7+ years leading large, multi-regional teams (100+ staff)
- Experience in a high-growth SaaS or SaaS + hardware environment (IoT, connected devices, or restaurant/retail tech strongly preferred)
- Proven success scaling global support operations during periods of rapid growth (20%+ YoY)
- Strong command of enterprise support models, incident management, and global escalation frameworks
- Data-driven approach to performance management — expert in interpreting dashboards, metrics, and analytics
- Exceptional communication and executive presence; proven ability to influence at C-level both internally and with customers
- Passion for customer advocacy, operational rigor, and leading teams that make a measurable business impact
What the job involves
- We are seeking a dynamic operational leader to join our Care leadership team and help shape the Care strategy, which will significantly impact our customers' experience
- Define and execute the global enterprise support strategy aligned with company growth objectives, customer expectations, and product complexity
- Lead and inspire a diverse, high-performing team serving a high growth, vital customer segment
- Serve as the executive voice for enterprise customers, driving proactive support, advocacy, and retention
- Own and continuously improve global KPIs: CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency
- Design and optimize tiered support models, 24/7 coverage structures, and escalation frameworks to ensure consistent service quality worldwide
- Partner with Product, Engineering, and Customer Success to drive root-cause analysis, product quality improvements, and customer-driven innovation
- Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support efficiently. Customer Advocacy & Executive Engagement
- Act as a senior point of escalation for strategic enterprise accounts, ensuring swift resolution of critical issues
- Build trusted relationships with senior customer stakeholders, reinforcing our value and partnership through proactive communication and transparency
- Create feedback loops to amplify the customer voice internally and influence product roadmaps
- Develop and retain top global talent; build leadership depth and succession plans within the organization
- Cultivate a culture of accountability, empathy, and continuous improvement
- Drive engagement, inclusion, and collaboration across regions and functions
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 from 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
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & 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
(Co-Founder & 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
(Co-Founder & 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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