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.

Role will be hybrid 2-3 days if near a Toast office*

Bready* to make a change?

The Escalations Manager will actively manage a group of Care Escalation Advisors. Responsibilities include the productivity and the well-being of the members of the Care Team across the Boston, Omaha, and remote offices. The Care Team oversees the customer journey for those experiencing Toast issues throughout the care experience, working with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and train and develop members of the team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities)

Direct and oversee all aspects of Toast’s customer service policies, objectives, and initiatives
Conduct 1-1s with direct reports to develop employees in advancing their careers and Toast competencies
Manage escalated customer issues that can come directly from the Senior Leadership Team which will include interaction with customers
Develop service level standards with a deep focus customer satisfaction, process and preventing future escalations
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

Do you have the right ingredients*? (Requirements)

3-5 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
Experience solving complex customer issues with a sense of urgency and professionalism
Ability to work cross functionally in a collaborative team environment

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

Experience working in the tech, Fintech industry or for a SaaS company
Experience in the restaurant industry

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

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Pay Range

$100,000—$105,000 USD

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is 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: https://careers.toasttab.com/locations-toast.

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.

Manager II, Customer Care - Escalations

About this role

Benefits

About Toast