Manager, Customer Care - Device

Location: Must be located in Boston, MA and be able to work in the office 2 days out of the week. 
Hours: The position requires availability from Tuesday through Saturday, between 1:00 PM and 11:00 PM CST. The specific schedule will be assigned at the time of hire. 

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents for the Device 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 Device 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  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

AI at Toast

At Toast we’re Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

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), benefits, and equity (if eligible).

Pay Range$72,000—$115,000 USD

 

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

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that div