Shana M., Principal Enablement Program Manager, Customer Success

Jeff A., Enablement Associate, Customer Success

At the end of October, we welcomed our first customer care class to our new Omaha office.  We have had an office location in the Omaha area since 2018 and we have welcomed many Toasters over the years. This new office showcases a larger training room and multiple hardware labs across the building for our care agents to thrive in their role to create raving fans by delivering a world class customer and product experience.

When you join our customer care team, your onboarding experience will often look like this:

• First two weeks of training are Monday - Friday (9am-5pm) and you will learn about the customer success org, the customer care team, Toast, and all things products and processes. You will have the chance to meet more tenured Toasters and shadow some calls to see what a day in the life of a care agent looks like.  
• After that, you will be split into smaller groups and be assigned a nesting mentor, who will support you as you start to take calls and manage customer cases.
• After three weeks of nesting, you will start your regular schedule that will be provided. Since we support the restaurant industry and their business hours are often 24/365/7, your schedule could vary between Monday - Sunday from 7am - 1am. Most schedules are 4x10s (4 - 10hr days a week) or 5x8s (5 - 8hr days a week).

While this flow looks the same, regardless if you onboarded virtually or in-person, there is just something extra special about training in-person together and on-site in a brand new space.

Our Care Enablement team is dedicated to all things Care. Our Care team is split into different specialities and different members of the team support the different sub teams. 

“I manage all things new hire across all Care teams. I have been here almost a year and am on a quest to make our new hire program the best one out there! Using different metrics, data, and employee interviews we have really honed in on what you need to know before getting on the phones. Then after you ‘graduate’ from being a new hire, the rest of the Care Enablement team makes sure you have the latest and greatest information and the enablement materials you need to do your job and do it well!” - Shana M., Principal Enablement Program Manager, Customer Success

What does the Care Enablement team love about in-person training?

• The new office has several hardware labs where you can do more hands-on learning with our Toast products.
• Did someone say free food? We did! The office has fun activities and often has catered meals to keep you fueled.
• Being able to shout to someone from across the room makes it easier to get your questions answered in real-time and with less distractions. As trainers, it also makes it easier to troubleshoot any technological difficulties since we won’t have 20 different home internet setups to manage.
• Last, but certainly not least, you will get to meet more Toasters who will help you on your Toast journey.

While many of us don’t always love commuting, having to wear real pants and leaving our fur babies at home, we get energized about our mission and purpose every time we get to come together in-person as #OneTeam.