Senior Director Enterprise Customer Care

Toast•Boston, MA

54d•Hybrid

About The Position

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. We are seeking a dynamic operational leader to join our Care leadership team and help shape the Care strategy, which will significantly impact our customers' experience. We are looking for a data-driven people leader who encompasses Toasts Values and has experience building and leading teams in a fast-paced customer success/support environment. The ideal candidate will have the ability to implement a clear vision and strategy, drive process improvements, and inspire and motivate a large team.

Requirements

10+ years in enterprise or technical support, with 7+ years leading large, multi-regional teams (100+ staff).
Experience in a high-growth SaaS or SaaS + hardware environment (IoT, connected devices, or restaurant/retail tech strongly preferred).
Proven success scaling global support operations during periods of rapid growth (20%+ YoY).
Strong command of enterprise support models, incident management, and global escalation frameworks.
Data-driven approach to performance management — expert in interpreting dashboards, metrics, and analytics.
Exceptional communication and executive presence; proven ability to influence at C-level both internally and with customers.
Passion for customer advocacy, operational rigor, and leading teams that make a measurable business impact.

Responsibilities

Define and execute the global enterprise support strategy aligned with company growth objectives, customer expectations, and product complexity.
Lead and inspire a diverse, high-performing team serving a high growth, vital customer segment.
Serve as the executive voice for enterprise customers, driving proactive support, advocacy, and retention.
Own and continuously improve global KPIs: CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency.
Design and optimize tiered support models, 24/7 coverage structures, and escalation frameworks to ensure consistent service quality worldwide.
Partner with Product, Engineering, and Customer Success to drive root-cause analysis, product quality improvements, and customer-driven innovation.
Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support efficiently.
Act as a senior point of escalation for strategic enterprise accounts, ensuring swift resolution of critical issues.
Build trusted relationships with senior customer stakeholders, reinforcing our value and partnership through proactive communication and transparency.
Create feedback loops to amplify the customer voice internally and influence product roadmaps.
Develop and retain top global talent; build leadership depth and succession plans within the organization.
Cultivate a culture of accountability, empathy, and continuous improvement.
Drive engagement, inclusion, and collaboration across regions and functions.