Customer Care Manager

Toast•Omaha, NE

12h•$69,000 - $110,000•Hybrid

About The Position

Toast is looking for a founding management team member to launch dedicated support for their retail customers. As a Manager I, Customer Care - Retail, you will actively manage a team of agents responsible for providing support to retail customers in a generalist model. You are responsible for the productivity and well-being of the Customer Care Team in the Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. This role partners closely with care and retail leadership, enablement, customer success, and onboarding to understand a retail operator’s unique needs and deliver a customer experience that helps them thrive. This role is responsible for ensuring optimal customer journey experiences through collaboration, process refinement, and team development, focusing on technical troubleshooting, product knowledge, and innovative customer engagement. To thrive in this role, you are resilient, motivated to coach a team on delivering high-quality customer interactions, feel a sense of ownership in Brand Success, and excel in ambiguous environments.

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
Strong communication, problem-solving, and project management skills.
Proficiency in Google Suite and ability to work flexible hours.

Nice To Haves

Experience with customer service contact platforms and ticketing systems
Experience working in the tech industry or for a SaaS company
Open to schedules that may include weekends, holidays and nights

Responsibilities

Educate, manage, train, coach and mentor a team of 10-12 Retail Care agents
Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, resolution times, and CSATs
Provide coaching and feedback to all agents through 1:1 sessions to improve the effectiveness of our support model
Drive process improvement and innovation through communication and problem-solving.
Analyze data, conduct reviews, and implement project management to optimize customer care experience
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