Manager II, Customer Care - Guest

Toast•Omaha, NE

5d•Hybrid

About The Position

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.

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

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

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