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)
Team Leadership & Execution
- Lead, coach, and manage a team of agents across casework, calls, and chats
- Drive consistent execution against SLAs, quality, and customer experience metrics
- Ensure strong case ownership, timely resolutions, and high-quality communication
Data & Performance Management
- Own team performance using core metrics (TTR, CSAT, QA, AHT, backlog)
- Translate performance data into clear insights and actionable coaching plans
- Conduct structured weekly reviews and drive accountability through data
Operational Ownership
- Manage escalations and complex customer scenarios independently
- Ensure adherence to processes while identifying and closing execution gaps
- Maintain high standards of documentation, reporting, and data integrity
Cross-functional & Process Improvement
- Partner with internal teams to resolve systemic issues and improve workflows
- Identify inefficiencies and drive scalable process improvements
Systems & Tools
- Effectively use tools such as Excel, Salesforce, NetSuite, Sigma, and internal reporting systems to manage workflows, track performance, and ensure data accuracy
- Build working proficiency in reporting tools (e.g., dashboards, metric sheets) to independently analyze team performance
- Ensure consistent and accurate documentation across systems to support reporting and business reviews
Do you have the right ingredients?* (Requirements)
- Bachelor's degree or higher from a recognized institution
- 8+ years of experience, including 2–3 years in a people management role
- Strong experience in customer operations (SaaS / FinTech / Support environments preferred)
- Demonstrated ability to:
- Work with performance data and derive insights
- Manage multiple priorities in a fast-paced environment
- Drive outcomes without continuous oversight
- 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.
This role is best suited for individuals who:
- Operate independently in ambiguous environments without requiring step-by-step guidance
- Self-learn quickly using available documentation, tools, and context
- Take full ownership of deliverables, timelines, and outcomes
- Are comfortable being accountable to data and metrics, not just activity
- Can balance team relationships with performance expectations
Key Competencies
- Ownership & Accountability: Delivers outcomes independently; follows through without reminders
- Data Fluency: Uses metrics (TTR, CSAT, QA, backlog) to drive decisions and coaching
- Structured Problem Solving: Breaks down ambiguous problems into clear actions
- Execution Under Ambiguity: Operates effectively without complete information or direction
- People Leadership : Coaches teams while maintaining performance standards
Your Secret Sauce* (Competencies)
- Naturally builds trust and strong peer relationships across teams
- Creates a high-performance culture without over-reliance on authority
- Proactively identifies and drives scalable process improvements
- Balances empathy with high accountability in team management
- Brings energy, ownership, and consistency even in high-pressure environments
Toast's Recipe for Success* (Shift Details)
Shift Flexibility: This role follows a shift schedule aligned with US business hours and you may be required to work in rotating shifts (including evenings, weekends, and holidays) across any 9-hour window within a 24x7 setup. This includes both AM and PM IST shifts, and adaptability to future changes is essential.
Work Location: You will be required to work from the office on all working days during the first six months. Post this period, a hybrid work model (currently three days a week from the office) may be considered, subject to performance and ongoing business needs. Training, onboarding and nesting will be onsite. Please note: Attendance is compulsory and fully onsite during training and nesting (2–4 weeks). No exceptions.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
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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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
