Senior Manager - Customer Care

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.

The Senior Manager Customer Care actively supports the productivity goals and success of this essential Care Team responsible for the Toast customer journey when experiencing issues to improve the customer relationship with Toast.

About this roll* (Responsibilities) 

• Manage a team of Care Managers directly and Care agents indirectly to deliver exceptional customer experience with Live Toast customers. 
• Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
• 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, emails templates the team communicates with,and more.
• Handle escalated customer issues directly from the Senior Leadership Team.
• Manage the use of Salesforce.com, Netsuite, and all related applications.

Do you have the right ingredients?* (Requirements)

• A minimum of three year degree in any area, or any other related discipline
• 5+ years in Customer Success or SaaS based roles
• 5+ years experience successfully leading & managing teams
• 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
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask 
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically
• Restaurant, SaaS or FinTech experience is a plus.