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Manager II, Customer Care - Enterprise

Omaha, Nebraska, United States R11403 Omaha Nebraska United States Omaha, Nebraska, United States Customer Success
Bready* to make a change? Location: This position will be HYBRID in our Omaha, NE office 2-3x a week (required).  As an Manager II, Customer Care - Enterprise, you will actively manage a team of agents for the Enterprise campaign. You are respon...

Director, Customer Care

Bengaluru, Karnataka, India R11374 Chennai Tamil Nadu India Chennai, Tamil Nadu, India Customer Success Customer Success : Customer Support
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. We are seeking a dynamic operational leader to join our Care leadership team. Y...

Director, Customer Care

Bengaluru, Karnataka, India R11374 Bengaluru Karnataka India Bengaluru, Karnataka, India Customer Success Customer Success : Customer Support
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. We are seeking a dynamic operational leader to join our Care leadership team. Y...

Field Customer Success Manager II, SMB - Field - New York, NY

Customer Success R11639 New York New York United States New York, United States Customer Success Customer Success : Rest Success
Field Customer Success Manager II - SMB Dedicated Location: New York, NY - Field based role. Maximum of 1 hour commute if located slightly outside of NYC.    Toast is driven by building the restaurant platform that helps restaurants adapt, take...

Field Customer Success Manager II, SMB - Field - LA/San Diego, CA

Customer Success R11636 Los Angeles California United States Los Angeles, California, United States Customer Success Customer Success : Rest Success
Field Customer Success Manager II - SMB Dedicated Location: Los Angeles, CA OR San Diego, CA - Field based role. Maximum of 1 hour commute if located slightly outside of either city.    Toast is driven by building the restaurant platform that h...

Customer Onboarding Consultant

Customer Success Dublin, Ireland R10631 London England United Kingdom London, England, United Kingdom Customer Success COGS : Services COGS : International
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.  Now, more than ever, the Toast team is committed to our customers. We’re takin...

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We delight

The Customer Success Team is dedicated to ensuring our customers receive maximum value from Toast so they can do what they love and thrive. Our teams are responsible for helping customers get up and running easily, delivering ongoing value and satisfaction, and providing timely issue resolution along each stage of a customer's journey. To achieve this, Customer Success is comprised of various core teams who work together each day to deliver a world class experience to our customers.

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Our Teams

Operational Excellence

The Operational Excellence team supports the Care organization in getting behind the “Why” and the “How” of our customer interactions using a business-focused analytical skill set. The team is passionate about using data to better understand the customer experience and bringing insights to action. Success for this team is being able to drive change through creative, data-driven thinking, influential storytelling, and a customer-centric mindset.

Customer Care

The Customer Care team’s mission is to delight customers through expertise and empathy. Customers can call or chat into the particular Customer Care team that is skilled and equipped to resolve the customer issue. To thrive in Customer Care,  you are resilient, hungry to learn, and  motivated to deliver high quality customer interactions. 

Customer Success & Services

The Customer Success & Services team empowers customers to unlock their full potential on Toast by providing exceptional hospitality that makes technology seamless, all in service of revenue retention while creating raving fans & successful businesses. The team works directly with Toast customers in multiple segments: SMB, Regional Mid-Market, Mid-Market, Enterprise, and Retail. Each customer segment presents unique opportunities to engage and our CSMs strive to understand their needs and help drive towards their desired outcomes.

Customer Experience

The Customer Experience team focuses on activities related to Toast’s customer experience design and delivery, is the central repository of experience measurement and insights, and drives Toast’s customer experience accountability and cultural transformation. They proactively collaborate with other cross-functional teams incorporating customer experience into strategic decision-making processes and closing key customer experience gaps.

You have questions? We have answers.

  • Your interview will be conducted via Zoom (if you are unfamiliar with Zoom, check out this Tutorial Video or our "How to Install Zoom" directions)
  • Once you join the interview, please test your audio and ensure your camera is turned on.
  • We recommend choosing a neutral background in an environment with limited distractions, if possible.
  • Dress how you would for an onsite interview - our environment is business casual with an emphasis on casual.
  • Please have your phone nearby and on silent.  Should there be any connection issues, your interviewer will call you directly.
  • Please avoid sitting with light shining behind you, as this makes it difficult for the interviewer to see you.
  • We use a behavioral interview format -- we believe that past behavior is the best indicator of future performance. When speaking with your interviewers, please be prepared to share specific examples and experiences that answer the question. We are interested in seeing how you’ve handled similar situations in the past and the impact your work has had.
    How do I prepare for my interviews?
     
  • Everyone does best when they are well-rested (and for some of us, caffeinated). Many of your interviews will require you to problem solve in real time, so the more awake you are, the better.
  • For technical preparation, check out our Technical Interview Prep . If you haven’t browsed our LinkedIn, Facebook, Instagram, Twitter, and YouTube in awhile, now is a great time to do so!
  • Think beforehand about what you want in a new role, the kinds of problems and challenges you enjoy solving and what you desire in your next team to help you thrive. It’s also good to keep in mind the things you don’t want.
  • Don’t forget to brainstorm about past experiences that could relate to this role and come up with a few examples of projects you’ve worked on.
  • What questions can we answer for you? Keep a short list of questions ready for your interviewers. You’re interviewing this new team as much as they’re interviewing you and we want to ensure all of your questions are answered.
  • Each position has a different interview structure, which ensures we are best understanding your skill set and strengths. Depending on the position, there may be a technical challenge or case study included as part of your interview process. You can ask your recruiter for more information on what the team is looking for there!
  • Each interview process will include time with a member of our recruiting and candidate experience team. This will give you the opportunity to ask any logistical questions you may have, including next steps, timeline, or compensation questions.
  • Please email your Candidate Experience Specialist as soon as you are aware of a conflict. We are happy to accommodate reschedules, but appreciate as much notice as possible to be respectful of your interviewers’ time. Managing busy schedules can be a challenging task, so we ask that if you need to reschedule, you provide 2-3 additional times that you will be available.
    How will I be notified if I’m not selected?
  • Your recruiter or the hiring manager will follow up with you regardless once a decision is made. Your recruiter may call or email you, so please let them know if you have a preferred communication method. If you have any questions at all during or after the interview process, your recruiter is the best point of contact. 

Life at Toast Blog 

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  • Customer Success
  • leadership
Meet the Leader: Megan Anderson, Chief Customer Officer
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  • Career Advice
  • Customer Success
Caring for Your Career: Career Growth within the Customer Care Operations Team
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  • Customer Success
Combining My Passion for Content & Customer Education

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