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Customer Care Manager

Customer Success

Customer Care Manager

  • R7504
  • Omaha, Nebraska, United States

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 a Tier 1 Customer Care Team for Employee Cloud. This role is responsible for the productivity and the well-being of the members of the Care Team across the Omaha and Chicago locations. This role is responsible for (1) overseeing the customer journey for those experiencing Toast Payroll issues throughout the care experience, (2) work with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.
 
This is a hybrid role and the schedule would be 10a-6:30p CST Monday - Friday.
 
About this roll* (Responsibilities) 
  • 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 provide guidance to different types of learning styles.
  • Strong verbal and written communication skills.
  • Excellent customer service skills.
  • Strong organizational skills.
  • Ability to multi-task.
  • 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

  • Flexible 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

 

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$58,000—$93,000 USD

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.

Bready* for a change?

Apply now

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U.S. Candidate Demographic Questions

We invite applicants to share their demographic background information as part of the application. This information will be used for compliance purposes as well as to identify areas of improvement in our hiring process and to support diversity initiatives at Toast. Completion of this form is mandatory, however, individuals are not required to share this information and may select “I don’t wish to answer” in response to any demographic questions. Your responses to demographic questions will not affect your application status. By submitting your application, you acknowledge and consent to the use of your information for the purposes described above.

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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.  If you think you've been scammed, reference this site for more info.

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