Manager II - Enterprise Customer Care

Toast • Omaha, NE

3d • Hybrid

About The Position

Toast is hiring a Customer Care Manager to actively manage an agent team supporting the Enterprise campaign. The manager is responsible for team productivity and well-being at the Omaha, Nebraska office and serves as an Operations subject matter expert. The role oversees the customer journey for Toast Enterprise issues and works with internal teams, including Restaurant Success, Sales, and Onboarding, to create processes and support guidelines.

The role is based at the Omaha office, with an expectation to work in the office two days per week. Hours will fall between 1:00 PM and 9:00 PM CST, with the specific schedule assigned at hire. Weekend availability is required, and the requirements also state that schedules may include weekends, holidays, and nights. Toast describes its work model as hybrid, emphasizing in-person collaboration alongside individual needs.

The successful candidate is resilient and motivated to coach a team toward high-quality customer interactions, and is comfortable working in ambiguous, fast-changing environments. The position offers a base salary range of $90,000–$144,000 USD. Starting salary depends on skills, experience, and geographic location. Total rewards may also include cash compensation such as overtime and eligible bonus or commissions, equity, and benefits.

Requirements

• At least 3 years of experience performance-managing and coaching, such as in a Team Lead or Manager role.
• At least 4 years of experience in a role responsible for customer satisfaction and championing the customer experience.
• Ability to operate independently and navigate competing priorities in a constantly changing environment.
• Proven experience leading teams through organizational shifts, structural transitions, and rapid process evolutions in a fast-paced, fluid environment.
• Experience working cross-functionally to architect, document, and drive organization-wide adoption of new operational workflows.
• Experience evaluating operational workflows involving internal departments and external partners, collaborating across groups to eliminate friction and optimize performance.
• Experience resolving complex customer issues with urgency and professionalism.
• Exceptional written, verbal, and presentation skills, including the ability to communicate technical status updates effectively to corporate and executive stakeholders.
• High proficiency with CRM, database, and system-log tools to extract operational metrics and identify trends; examples include Salesforce, Jira, Splunk, Hex, and Looker.
• Openness to schedules that include weekends, holidays, and nights.

Nice To Haves

• Experience working in the technology industry or for a SaaS company.

Responsibilities

• Manage and coach a team of agents while monitoring attendance and schedule adherence throughout the day.
• Provide coaching and feedback through the Quality Assurance process and one-on-one sessions to improve agents’ effectiveness in Customer Support.
• Train and develop team members on processes, technical troubleshooting, and new product knowledge.
• 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 escalated supervisor calls.
• Oversee the customer journey for customers experiencing Toast Enterprise issues throughout the care experience.
• Work with internal cross-functional teams, including Restaurant Success, Sales, and Onboarding, to create process and support guidelines.
• Serve as a subject matter expert for Operations and be responsible for the productivity and well-being of the Customer Care Team in the Omaha office.

Benefits

• The total rewards package includes benefits, though specific benefits are not listed in the posting.
• Total rewards may include overtime and eligible bonus or commissions, and equity.

What This Job Offers

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