Manager II - Customer Care - Enterprise

Toast • Omaha, NE

1d

About The Position

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. Bready to make a change? As an Manager II, Customer Care - Enterprise, you will actively manage a team of agents for the Enterprise campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast POS 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 an Manager II, Customer Care - Enterprise at Toast, 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. The Enterprise Care manager will actively manage a team of agents that are responsible for executing our Enterprise and Upper Mid-Market accounts, delivering a high-touch, personalized, and proactive support experience. This role is responsible for ensuring optimal customer journey experiences through weekly client meetings, collaboration, process refinement, and team development, focusing on technical troubleshooting, product knowledge, and innovative customer engagement.

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

• Lead and develop a team, ensuring performance and adherence to schedules.
• Drive process improvement and innovation through communication and problem-solving.
• Facilitate brand management with smooth client transitions and ensure satisfaction through cross-functional collaboration.
• Analyze data, conduct reviews, and implement project management to optimize customer care.
• Maintain brand consistency and utilize Google Suites for transparency and reporting.
• Maintain availability for flexible scheduling to meet client needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees