Manager II - Enterprise Customer Care

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

• As a Customer Care Manager, you will actively manage a team of agents for the Enterprise campaign.
• You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations.
• You will oversee the customer journey for those experiencing Toast Enterprise issues throughout the care experience, while working with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines.
• To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments.

What you'll do

(Responsibilities)

• Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

What you'll need to thrive (Requirements)

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment with proven experience leading teams through organizational shifts, structural transitions, and rapid process evolutions within a fast-paced, fluid environment.
• Success working cross-functionally to architect, document, and drive organization-wide adoption of new operational workflows.
• Experience evaluating operational workflows involving both internal departments and external partners, collaborating across groups to eliminate friction and optimize performance.
• Experience solving complex customer issues with a sense of urgency and professionalism
• Exceptional written, verbal, and presentation skills, with an ability to effectively communicate technical status updates to corporate and executive stakeholders
• High proficiency leveraging CRM, database, and system log tools—for example, Salesforce, Jira, Splunk, Hex, and Looker—to extract operational metrics and identify trends.
• Open to schedules that will include weekends, holidays and nights

What will help you stand out (Non-essential Skills/Nice to Haves)

• Experience working in the tech industry or for a SaaS company

AI at Toast

• At Toast, one of our company values is that we're hungry to build and learn.
• We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality.
• We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them.
• The people who thrive here are those who embrace changes that let us build more for our customers; it's a core part of our culture.

Our Total Rewards Philosophy

• 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 .
• The base salary range for this role is listed below.
• The starting salary will be determined based on skills, experience, and geographic location.
• In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
• You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy .

Pay Range

$90,000 — $144,000 USD

• How Toast Uses AI in its Hiring Process
• Throughout the hiring process, our goal is to get to know you.
• We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation.
• All hiring decisions are made by people.
• We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance.

Our Approach to Hybrid Working

• We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs.
• Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location.
• Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
• People Are the Secret Ingredient in Our Recipe for Success
• At Toast, our employees are our secret ingredient—when they thrive, we thrive.
• The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast.
• We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

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 [email protected] .

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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.