Manager II, Customer Care Tax

Location: Remote

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 Tax Manager, you will actively manage a team of agents for the Payroll Tax campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Tax Team in addition to helping to improve the customer experience through the execution of department level KPIs and OKRs. You will oversee the customer journey for those experiencing Toast Payroll Tax issues with a focus on improving customer outcomes. You will work with cross-functional Internal teams such as Tax Operations, Restaurant Success, Sales, Onboarding, Enablement and R&D teams to create process and support guidelines. To thrive as a Customer Care Tax Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions and outcomes, and excel in ambiguous environments.

What you'll do (Responsibilities)

• Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts
• Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities
• 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
• Ensure Service Level Agreements (SLA) for tax related cases are met
• Provide subject matter expertise related to payroll and tax filing.
• Provide Payroll analytics and reporting to management
• Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes

What you'll need to thrive (Requirements)

• 2+ years of experience in the Payroll/Tax field or closely related role
• 3+ years of experience performance managing and coaching as a people leader
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management
• Experience working with Escalated Customers
• Proficient with filing original & amended payroll tax returns
• Experience working with tax authorities and understanding the tax notice/resolution process end-to-end
• Solution-oriented with proven ability to drive results
• Experience working for a Payroll Service Provider
• Proficient in Microsoft Excel

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

• Experienced with MasterTax is a plus
• FPC or CPP Certification

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.