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Customer Care Manager

Omaha, Nebraska, United States

Customer Success

Customer Care Manager

  • R6923
  • Omaha, Nebraska, United States
  • Customer Success

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.

This role will actively manage the Tier 1 Support Team.  This role is responsible for the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices.  This role is responsible for (1) overseeing the customer journey for those experiencing Toast issues throughout the support experience, (2) work with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities) 

  • This is a hybrid role, training will take place fully in the Omaha office and after training the expectation is 3 days in the Omaha office and 2 days remote.
  • Is responsible for managing a team of agents.
  • Monitors attendance and schedule adherence throughout the day.
  • Acts as a Subject Matter Expert for Operations
  • Works directly with agents to improve their effectiveness for Customer Support.
  • Provides coaching and feedback to all agents - through the QA process or through One on One sessions.
  • Is required to be available for Supervisor Calls.
  • Maintains open communication with agents regarding their concerns and ideas; relays to others as appropriate.
  • Proactively communicates new ideas for improvement.
  • Assists agents with challenging customer contacts - is a point of contact for escalated situations.

Do you have the right ingredients*? (Requirements)

  • Ability to model professional behavior.
  • Ability to stand and walk for long periods of time.
  • Ability to provide guidance to different types of learning styles.
  • Strong verbal and written communication skills.
  • Excellent customer service skills.
  • Strong organizational skills.
  • Ability to multitask.
  • Ability to work effectively without close supervision.
  • Ability to adapt to an ever-changing environment.
  • Strong attendance habits.
  • Flexibility with scheduling.

Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required

 

#LI-LD1

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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 candidateaccommodations@toasttab.com.

For roles based in the United States:  As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

Bready* for a change?

Apply now

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Notice on fraudulent jobs

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, purporting to represent Toast. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers.  These job postings and offers are not authorized by Toast, and Toast is not responsible for fraudulent offers or requests for personal information or payments.  Toast will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process.  Candidates who have questions about the validity of Toast job postings or offers should consult the job postings on our careers.toasttab.com career site.

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