Manager II, Customer Care Tax

Toast

4h•$95,000 - $152,000•Remote

About The Position

As a Customer Care Tax Manager, you will actively manage a team of agents for the Payroll Tax campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Tax Team in addition to helping to improve the customer experience through the execution of department level KPIs and OKRs. You will oversee the customer journey for those experiencing Toast Payroll Tax issues with a focus on improving customer outcomes. You will work with cross-functional Internal teams such as Tax Operations, Restaurant Success, Sales, Onboarding, Enablement and R&D teams to create process and support guidelines. To thrive as a Customer Care Tax Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions and outcomes, and excel in ambiguous environments.

Requirements

2+ years of experience in the Payroll/Tax field or closely related role
3+ years of experience performance managing and coaching as a people leader
4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management
Experience working with Escalated Customers
Proficient with filing original & amended payroll tax returns
Experience working with tax authorities and understanding the tax notice/resolution process end-to-end
Solution-oriented with proven ability to drive results
Experience working for a Payroll Service Provider
Proficient in Microsoft Excel

Nice To Haves

Experienced with MasterTax is a plus
FPC or CPP Certification

Responsibilities

Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts
Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs
Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll
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
Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
Ensure Service Level Agreements (SLA) for tax related cases are met
Provide subject matter expertise related to payroll and tax filing.
Provide Payroll analytics and reporting to management
Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes