Manager II, Customer Care - Guest

This role will be hybrid to the Omaha office. The schedule is Tuesday-Saturday approx. 9a-6p CST. However, the role requires a certain amount of flexibility for days/hours.

As a Customer Care Manager, you will actively manage a team of agents for the guest support team. You are responsible for the productivity and well-being of the members of the Customer Care Team - Guest in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the restaurant guest experience while working with cross-functional Internal teams such as Workforce Management, guest product, and digital ordering channels 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 interactions, and excel in ambiguous environments.

About this roll* (Responsibilities)

• Manage and coach a team of 10-15 agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process and/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 guest contacts and handle escalated tickets
• Work with the guest leadership, operations, and product teams to effectively grow and scale the guest support function
• Assist with our relationship with our BPO partners

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

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

• Experience with Intercom
• Experience managing a team that primarily relies on written communication (email and chat)
• Experience working in the tech industry or for a SaaS company
• Experiencing managing hybrid agents (in-office + work from home)
• Open to schedules that may include weekends, holidays and nights

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