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Senior Manager, Networking Care

Customer Success

Senior Manager, Networking Care

  • R6530
  • Remote
  • Remote, United States
  • Customer Success
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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 is responsible for the productivity and the well-being of the members of the Networking Team across Boston, Omaha, and remote offices as well as the performance management and process alignment for our vendor partners. This role is responsible for (1) overseeing the customer journey for those experiencing Toast network 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 networking team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities)
  • Direct and oversee all aspects of Toast’s technical customer service policies, objectives, and initiatives.
  • Lead a team of technical managers.
  • Develop service level standards with deep focus on response and issue resolution times.
  • Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
  • Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends and create action plans to improve service performance. 
  • Align customer service activities and initiatives to support and enhance the objectives of the organization.
  • Manage escalated customer issues cross functionally ensuring responses are addressed in a timely manner
  • Hire, develop, and retain highly responsive and customer focused technical support staff to ensure the effective operation of the team.
  • Work closely with the NOC manager to ensure that we maintain work related to the overall health and maintenance of customer network environments that are up to standards.
  • Provides Care's vision to the NOC. Communicates staffing and overall customer Network health to the NOC when needed. Communicates operations and SOPs to ensure PCI DSS Compliance of the Toast customer's network infrastructure to leadership in the Care Organization.
Do you have the right ingredients?* (Requirements)
  • 5+ years technical operations leadership experience overseeing large international teams while scaling for continued growth
  • Direct experience in hiring, developing, and mentoring technical operations teams
  • Detailed oriented and good with numbers
  • Experience driving process improvement and change throughout an organization
  • Strong customer centric experience
  • Ability to work cross functionally in a collaborative team environment
  • Restaurant, SaaS or FinTech Industry experience a plus

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-REMOTE

#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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