As a Manager in Toast Account Operations, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast.
About this roll* (Responsibilities)
- Lead, coach, and develop a team of agents, ensuring accuracy and excellence across tickets, calls, and chats.
- Drive ongoing training on processes, troubleshooting, and product knowledge to enhance team capability and performance.
- Manage escalations and complex customer issues, including those from senior leadership, with professionalism and urgency.
- Partner cross-functionally to identify and implement process improvements that drive efficiency and customer satisfaction.
- Foster open communication by proactively addressing team concerns, sharing insights, and promoting a culture of feedback and collaboration.
- Oversee fraud case management, ensuring sound judgment, adherence to policy, and timely resolution.
- Ensure effective use of Salesforce, NetSuite, and other internal/external tools to manage workflow and maintain data integrity.
Do you have the right ingredients?* (Requirements)
- Overall 8 years & relevant 2-3 years of experience leading, coaching, and performance managing a team (e.g., Team Lead or Manager role).
- 3+ years of experience in customer-facing roles with a strong focus on customer satisfaction and experience.
- Proven ability to operate independently and manage competing priorities in a dynamic, fast-paced environment.
- Passion for developing people and nurturing their professional growth.
- Strong problem-solving and communication skills, with the ability to resolve complex customer issues effectively.
- Experience in Restaurant, SaaS, or FinTech environments is a plus.
Your Secret Sauce* (Competencies)
- You instinctively put the customer at the heart of every decision and inspire your team to do the same.
- You coach with empathy, hold high standards, and create an environment where people can do their best work.
- You thrive on structure and data, using metrics to identify gaps, drive accountability, and improve performance.
- You remain calm and effective amid ambiguity and change, guiding your team through evolving priorities.
- You build strong partnerships across teams, aligning on shared goals and driving collective success.
- You take initiative, follow through, and model accountability for your team.
- You seek smarter, simpler ways to work, constantly challenging the status quo for better outcomes.
- Strong spoken and written communication skills
Toast’s Recipe for Success* (Shift Details)
This role follows a rotational shift schedule (including evenings, weekends, and holidays). Training and onboarding will be onsite. At Toast, we work in a hybrid working model. For the first 12 months after go-live, we’ll ask you to be onsite at least 3 days a week to ensure strong collaboration and support.
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 diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
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 [email protected].
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