Manager II, Customer Care Tax

Toast • Omaha, NE

3d • $90,000 - $184,000 • Hybrid

About The Position

As a Customer Care Tax Manager at Toast, you will manage a team of agents supporting the Payroll Tax campaign. You are responsible for team productivity and well-being and for improving the customer experience through department-level KPIs and OKRs. You will oversee the customer journey for customers experiencing Toast Payroll Tax issues, focusing on improved outcomes. The role works cross-functionally with Tax Operations, Restaurant Success, Sales, Onboarding, Enablement, and R&D to develop processes and support guidelines. Success in the role calls for resilience, motivation to coach a team toward high-quality customer interactions and outcomes, and comfort working in ambiguous environments.

You will educate, manage, train, coach, and mentor 10–12 Care Tax Experts; monitor employee performance, accountability, customer outcomes, and agent KPIs; provide quality assurance and one-on-one coaching; develop team members' process, troubleshooting, and product knowledge; and identify workflow and process improvements. You will also support escalated customer contacts, ensure service-level agreements are met, provide payroll and tax filing expertise and analytics, and keep current on regulatory changes while developing related internal and external communications.

Toast describes its total rewards package as including base salary, cash compensation such as overtime and eligible bonuses or commissions, equity, and benefits. The stated base salary ranges vary by geographic pay zone: Zone A, $115,000–$184,000; Zone B, $100,000–$160,000; and Zone C, $90,000–$144,000. Starting salary depends on skills, experience, and geographic location. The company embraces a hybrid work model, with in-office expectations varying by region.

Requirements

• At least 2 years of experience in payroll/tax or a closely related role.
• At least 3 years of experience performance-managing and coaching as a people leader.
• At least 4 years of experience in a role responsible for customer satisfaction and championing the customer experience.
• Strong communication, interpersonal, and analytical skills, including the ability to work with all levels of management.
• Experience working with escalated customers.
• Proficiency in filing original and amended payroll tax returns.
• Experience working with tax authorities and understanding the end-to-end tax notice and resolution process.
• A solutions-oriented approach and a demonstrated ability to drive results.
• Experience working for a payroll service provider.
• Proficiency with Microsoft Excel.

Nice To Haves

• Experience with MasterTax.
• FPC or CPP certification.

Responsibilities

• Educate, manage, train, coach, and mentor a team of 10–12 Care Tax Experts.
• Evaluate employee performance and ensure accountability while monitoring customer outcomes and agent KPIs, including productivity, adherence, and customer satisfaction.
• Provide coaching and feedback through the Quality Assurance process and one-on-one sessions to improve customer support during tax preparation, filing, and recovery with Toast Payroll.
• Train and develop team members on processes, technical troubleshooting, and new product knowledge.
• Monitor and audit workflow efficiency to identify trends and process improvement opportunities.
• Maintain open communication with agents about their concerns and ideas, relaying them to others as appropriate.
• Communicate and influence improvement ideas with a solutions-oriented mindset.
• Assist agents with challenging customer contacts and facilitate supervisor calls through escalations.
• Ensure service-level agreements for tax-related cases are met.
• Provide subject matter expertise related to payroll and tax filing.
• Provide payroll analytics and reporting to management.
• Keep abreast of federal, state, and local regulatory changes and develop internal and external communications related to those changes.
• Work with internal teams including Tax Operations, Restaurant Success, Sales, Onboarding, Enablement, and R&D to create processes and support guidelines.
• Improve customer outcomes across the journey for customers experiencing Toast Payroll Tax issues.

Benefits

• Toast describes its total rewards package as including equity and benefits, with details available through its benefits website.
• Cash compensation may include overtime and eligible bonuses or commissions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed