Manager, Care Account Operations

Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love.

As a Manager for Toast’s Account Recovery team, your role is pivotal in supporting the productivity, compliance, and overall success of this specialized Care function. This team is responsible for securely helping customers regain access to their accounts, including MFA resets, MFA disables, and email address changes, while upholding strict security protocols and delivering a seamless customer experience.

About this roll* (Responsibilities)

• Manage, coach, and performance-monitor a team of Account Recovery Agents, ensuring accuracy, compliance, and SLA adherence.
• Train and develop team members on verification protocols, security tools, and evolving account recovery processes.
• Maintain open communication with agents, addressing concerns and ideas, and sharing insights with leadership as appropriate.
• Assist agents with challenging verification cases and oversee escalations requiring judgment in ambiguous or sensitive situations.
• Handle escalated customer issues directly from senior leadership and cross-functional stakeholders.
• Drive operational excellence by monitoring key metrics, analyzing trends, and implementing process and workflow improvements.
• Ensure compliance with data privacy, security, and regulatory requirements across all account recovery activities.
• Manage the use of Salesforce, Zendesk, authentication platforms (e.g., Okta, Duo, Authy), and related applications to ensure accurate case management and reporting.
  
  

Do you have the right ingredients?* (Requirements)

• Bachelor’s degree or higher from a recognized institution.
• 5–7 years of experience in customer operations, security operations, or BPO/shared services, with at least 2 years in a people management role.
• Proven ability to address complex customer issues and manage sensitive escalations.
  Success operating independently and navigating competing priorities in a fast-paced, evolving environment.
• Genuine commitment to nurturing the professional growth and development of team members.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
• Familiarity with identity verification tools, CRMs (e.g., Salesforce, Zendesk), and authentication platforms (e.g., Okta, Duo, Authy).
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays, aligned with U.S. business hours.

Your Secret Sauce* (Competencies)

• Lead, coach, and develop a high-performing team
• Build and maintain SOPs and secure workflows
• Make sound decisions under pressure
• Balance security with excellent customer experience
• Use data to drive process improvements
• Collaborate effectively and adapt to change
• Handle sensitive data with integrity
• Comfortable with CRMs and authentication tools

Toast’s Recipe for Success* (Shift Details)

This role follows a rotational shift schedule (including evenings, weekends, and holidays). Training and onboarding will be onsite. At Toast, we work in a hybrid model with a minimum of 2 days in office. For the first 12 months after go-live, we’ll ask you to be onsite at least 3 days a week to ensure strong collaboration and support.