Sr. Manager, Customer Support - Payments

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.

Bready* to make a change?

This role will actively manage 4-7 support managers. This role is responsible for the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices.  This role is responsible for (1) overseeing the customer journey for those experiencing Toast issues throughout the support experience, (2) work with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.

*This is a hybrid position and will require some onsite attendance at our Omaha, NE location*

About this roll* (Responsibilities) 

• Works directly with managers to improve their team’s effectiveness for Customer Support.
• Provides coaching and feedback to managers - through the “One Team Leadership” process and One on One sessions. 
• Works with cross functional teams to help improve the customer and agent experience
• Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
• Help define new performance metrics that improve the customer experience and shorten turnaround time
• Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans.
• Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey.
• Constantly identify new and improved ways to deliver delight across customers.
• Team engagement, create professional development opportunities, product training and change leadership with evolving responsibilities.
• Work with implementing and improving reports, workflows, dashboards, team communication templates and more.

Do you have the right ingredients*? (Requirements)

• 5 years experience successfully leading & managing teams
• 5+ 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 working on large cross-functional initiatives with other departments
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

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

• Experience working in the Restaurant, SaaS or FinTech experience is a plus.

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$96,000—$154,000 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