Enterprise Customer Support Manager

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.

Available schedules:

• Wed-Sat 11:00am-10:00pm CST OR Tues-Sat 1:00pm-10:00pm CST
• Mon-Wed & Sun 11:00am-10:00pm CST OR Mon-Thurs & Sun 1:00pm-10:00pm CST

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents for the Enterprise 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 Toast Enterprise 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. 

The Enterprise Care manager will actively manage a team of 10 - 15 agents that are responsible for executing our Enterprise, Mid-Market, and International clientele supporting accounts with 100+ locations (~$5M ARR) and delivering a high-touch, personalized, and proactive support experience.

This role is responsible for overseeing the customer journey throughout this specialized support experience, collaborating with cross-functional internal teams to continue to iterate processes as we continue to advance and optimize this program, and train and develop current team members on evolving processes, technical troubleshooting, new product knowledge, and innovative ways to connect with customers for a premium experience.

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
• Proactively works cross functionally with restaurant success partners, onboarding, and the client to ensure smooth transition into Toast with the basic understanding of the unique client needs

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance  a Team Lead or Manager required
• 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 
• Proven self-starter with the ability to innovatively think outside the box
• Strong verbal/written communication skills across levels and departments
• Customer Service leadership experience and KPI management preferred

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

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 compe