Senior Manager, Customer Care - Payments

Hybrid role: In-office up to 2-3 days per week

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.

Bready* to make a change?

As a Senior Customer Care Manager Payments, you are responsible for the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices.   You are responsible for overseeing the customer journey for those experiencing Toast issues throughout the support experience, while working cross functionally with internal teams to create process and support guidelines. As a Senior Customer Care Manager, you will train and develop members of the team on process, technical troubleshooting, and new product knowledge.  To thrive as a Senior Customer Care Manager at Toast, you are motivated to deliver high quality customer interactions by coaching your team to success, and excel in ambiguous environments. 

The Payments campaign at Toast helps our restaurant customers with inquiries about both guest and customer money issues.  The team resolves immediate concerns, identifies potential issues, and provides customized configuration recommendations. 

About this roll* (Responsibilities) 

• Lead a team of 4+ Managers to deliver exceptional customer experience with live Toast customers
• Manage oversight of partner relationships with our outsourcing partners that support the Payments campaign to achieve combined success
• Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives
• Understand and focus on the most important metrics, collaborating with your senior manager to ensure the right ones are measured and aligned with business goals
• Partner with senior management to set clear team expectations, develop a glide path, and utilize necessary tools to achieve success
• Analyze customer pain points across the entire journey and propose actionable solutions to improve overall customer satisfaction
• Engage the team to understand their perspectives, manage time efficiently, and collaborate cross-functionally to ensure quality interactions
• Actively engage with the team through round-tables, call shadowing and side by sides (both in-person and virtual) to communicate key priorities and actions, and to understand the business direction and vision.Lead and support change initiatives within the campaign, ensuring full understanding of their impact on both the customer and the team
• Effectively communicate the reasons behind change and maintain a positive and open-minded approach
• Regularly recognize and reward team achievements, manage people metrics (such as attrition and performance), and ensure that each team member has access to coaching, mentoring or advocacy. Set high expectations for talent by driving ownership of the customer experience, identifying top performers, and developing a strong pipeline of future leaders
• Know when and where to escalate issues that arise from change, and work proactively to drive resolution while maintaining team alignment and organizational goals

Do you have the right ingredients*? (Requirements)

• 7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
• 5+ years experience successfully leading & managing teams
• Willingness to travel to Toast international offices (approx. 5% travel)
• Experience working on large cross-functional initiatives with other departments
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience answering incoming phone calls and ticketing systems 
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required