Toast
Location:
Boston, MA Office – 333 Summer St., Boston, MA 02210.
You will be expected to be in office 2 days a 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 Kitchen, you are responsible for the productivity and well‑being of the Care Team members across the Boston, Omaha, and remote offices. You oversee the customer journey for those experiencing Toast issues throughout the support experience, working cross‑functionally with internal teams to create process and support guidelines. You will train and develop team members on process workflow, 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 excelling in ambiguous environments.
The Kitchen campaign at Toast helps our restaurant customers with menu creations, third‑party integrations, gift cards, loyalty programs, and other inquiries related to day‑to‑day operations of their restaurant. 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 outsourcing partners that support the Payments campaign to achieve combined success.
Align customer service‑level standards, activities, and initiatives to support and improve performance and achieve organizational 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‑side sessions (both in‑person and virtual) to communicate key priorities, actions, and the business direction, supporting change initiatives within the campaign and 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 elevate 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 of experience successfully leading and managing teams.
Willingness to travel to Toast international offices (approximately 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 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 the link on the company career page.
Pay Range:
$112,000 – $179,000 USD
Diversity Equity and Inclusion is Baked into our Recipe for Success At Toast our employees are our secret ingredient. When they thrive, the restaurant industry becomes one of the most diverse and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together 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 restaurant community. To learn more about how we work globally and regionally, check out the resources on our website.
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 the HR team.
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.
#J-18808-Ljbffr
Boston, MA Office – 333 Summer St., Boston, MA 02210.
You will be expected to be in office 2 days a 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 Kitchen, you are responsible for the productivity and well‑being of the Care Team members across the Boston, Omaha, and remote offices. You oversee the customer journey for those experiencing Toast issues throughout the support experience, working cross‑functionally with internal teams to create process and support guidelines. You will train and develop team members on process workflow, 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 excelling in ambiguous environments.
The Kitchen campaign at Toast helps our restaurant customers with menu creations, third‑party integrations, gift cards, loyalty programs, and other inquiries related to day‑to‑day operations of their restaurant. 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 outsourcing partners that support the Payments campaign to achieve combined success.
Align customer service‑level standards, activities, and initiatives to support and improve performance and achieve organizational 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‑side sessions (both in‑person and virtual) to communicate key priorities, actions, and the business direction, supporting change initiatives within the campaign and 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 elevate 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 of experience successfully leading and managing teams.
Willingness to travel to Toast international offices (approximately 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 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 the link on the company career page.
Pay Range:
$112,000 – $179,000 USD
Diversity Equity and Inclusion is Baked into our Recipe for Success At Toast our employees are our secret ingredient. When they thrive, the restaurant industry becomes one of the most diverse and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together 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 restaurant community. To learn more about how we work globally and regionally, check out the resources on our website.
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 the HR team.
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.
#J-18808-Ljbffr