Manager II - Enterprise Customer Care

Toast • Omaha, NE

4d • $90,000 - $144,000 • Hybrid

About The Position

Toast is hiring a Manager II - Enterprise Customer Care to lead a team of agents supporting its Enterprise campaign. Based in the Omaha, Nebraska office, the manager is responsible for team productivity and well-being 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 develop process and support guidelines. The position requires in-office work two days per week and availability for weekend work. Hours will fall between 1:00 PM and 9:00 PM CST, with the specific schedule assigned at hire.

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. Toast describes its culture as one that embraces learning and changes, including the use of AI tools across disciplines. Hiring decisions are made by people; candidates are asked to complete interviews and assessments on their own unless otherwise instructed.

The base salary range is $90,000–$144,000 USD. Starting salary depends on skills, experience, and geographic location. The total rewards package may also include cash compensation such as overtime and eligible bonuses or commissions, equity, and benefits. Toast describes its work model as hybrid, balancing in-person collaboration with individual needs. The company emphasizes an inclusive hiring process and reasonable accommodations for applicants with disabilities.

Requirements

• At least 3 years of experience performance-managing and coaching, such as as a Team Lead or Manager.
• At least 4 years of experience in a role responsible for customer satisfaction and championing the customer experience.
• Ability to work independently and navigate competing priorities in a constantly changing environment.
• Proven experience leading teams through organizational shifts, structural transitions, and rapid process changes in a fast-paced environment.
• Experience working cross-functionally to architect, document, and drive organization-wide adoption of operational workflows.
• Experience evaluating workflows involving internal departments and external partners, collaborating across groups to reduce 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.
• Availability for schedules that include weekends, holidays, and nights.
• Ability to work in the Omaha office two days per week; working hours fall between 1:00 PM and 9:00 PM CST, with the specific schedule assigned at hire.

Nice To Haves

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

Responsibilities

• Manage and coach a team of agents, 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 information 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 cross-functionally with teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines.
• Serve as a subject matter expert for Operations.

Benefits

• Benefits are part of the total rewards package; specific benefits are not detailed in the posting.
• The total rewards package may include equity and cash compensation such as overtime and eligible bonuses or commissions.

What This Job Offers

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