Manager II, Customer Care - Payments
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.
*Hybrid position in the Boston, MA office 2-3x a week required*
Bready* to make a change?
As a Customer Care Manager II, you will actively manage a team of agents and managers for the Payments campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Boston, MA office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast payment 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 II at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments.
About this roll* (Responsibilities)
- Manage and coach a team of managers and 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
- Provide coaching and feedback to managers on their team performance and effectiveness
- Work directly with Sr. Managers on team initiatives to ensure alignment across managers and agents within the campaign
- Train and develop members of the team on process, technical troubleshooting, and new product knowledge
- Maintain open communication with managers and 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
Do you have the right ingredients*? (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
- Experience solving complex customer issues with a sense of urgency and professionalism
- Experience with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard.
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
- POS technical understanding with networking devices and connectivity
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).
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 candidateaccommodations@toasttab.com.
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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.
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