Manager, Customer Care - Employee Cloud Payroll

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.

This is a HYBRID position in our Omaha office. We expect all employees near the Omaha, NE office to be in 2-3x per week.

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents for the Manager, Customer Care- Employee Cloud Payroll campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing 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 at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions,  and excel in ambiguous environments. 

About this roll* (Responsibilities) 

• Manage and coach a team of 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
• Train and develop members of 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
• Communicate and influence new ideas for improvement with a solutions oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance as 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.

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

• 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

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