Customer Care Manager, Employee Cloud

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

This role will actively manage a Tier 1 Customer Care Team for Employee Cloud. This role is responsible for the productivity and the well-being of the members of the Care Team in our Omaha office. This role is responsible for (1) overseeing the customer journey for those experiencing Toast Payroll issues throughout the care experience, (2) work with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities) 

• Manage and coach a team of agents
• Monitors attendance and schedule adherence throughout the day.
• Acts as a Subject Matter Expert for Operations
• Works directly with agents to improve their effectiveness for Customer Support.
• Provides coaching and feedback to all agents - through the QA process or through One on One sessions.
• Is required to be available for Supervisor Calls.
• Maintains open communication with agents regarding their concerns and ideas; relays to others as appropriate.
• Proactively communicates new ideas for improvement.
• Assists agents with challenging customer contacts - is a point of contact for escalated situations.

 

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, 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 

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

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.Pay Range$60,000—$96,000 USD

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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.