Manager II, Customer Care Tax

Toast•Omaha, NE

2d•Hybrid

About The Position

Toast is hiring a Customer Care Tax Manager to lead a team supporting customers with Toast Payroll Tax issues. The manager oversees the team's productivity and well-being and helps improve customer outcomes through department KPIs and OKRs. The role partners with Tax Operations, Restaurant Success, Sales, Onboarding, Enablement, and R&D to develop processes and support guidelines. It calls for a resilient, motivated leader who coaches agents to deliver high-quality customer interactions and outcomes and can work effectively in ambiguous environments. The manager educates, trains, coaches, and mentors 10–12 Care Tax Experts; evaluates performance; and monitors customer outcomes and agent metrics. The role supports customers through payroll tax preparation, filing, and recovery, provides subject matter expertise and escalations support, and helps ensure tax-related case service-level agreements are met. It also includes reporting and analytics, workflow audits and improvement, and keeping internal and external communications current with Federal, State, and Local regulatory changes.

Requirements

At least 2 years of experience in the Payroll/Tax field 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 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 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.
Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent KPIs, including productivity, adherence, and customer satisfaction.
Provide coaching and feedback through quality assurance processes and one-on-one sessions to improve agents' effectiveness in supporting customers through 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 opportunities for process improvement.
Maintain open communication with agents about their concerns and ideas, relaying information 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 about these changes.
Partner with Tax Operations, Restaurant Success, Sales, Onboarding, Enablement, and R&D to create processes and support guidelines.