Senior Manager, Care Escalations

Toast • Boston, MA

2d • $123,000 - $197,000 • Hybrid

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Senior Manager of Escalations reports to the Director of Escalations and leads Toast’s Escalations organization across Boston, Omaha, and remote offices, including Escalations Managers and Care Escalations Advisors. The role establishes operating frameworks and drives resolution and quality outcomes for the company’s most complex and high-visibility customer issues. It also provides executive-facing accountability and partners across Customer Success, Care, Product, Engineering, and Legal to turn individual cases into systemic fixes.

The Senior Manager owns the Escalations function’s operating model and results, develops managers and teams, oversees high-stakes customer situations, and evolves service frameworks to support Toast’s growing global customer base. The role also leads root-cause-analysis intake and continuous improvement, and identifies and scales AI-powered tools for escalation triage, case summarization, and root-cause or pattern detection.

Toast describes its work model as hybrid, fostering in-person collaboration while valuing individual needs. In-office expectations vary by region. Compensation includes a base salary range of $123,000–$197,000 USD, with starting salary determined by skills, experience, and geographic location; other total rewards may include cash compensation, equity, and benefits.

Requirements

• At least 7 years of experience in customer support, customer success, or executive or technical escalations, including at least 3 years managing managers or a multi-team organization.
• Track record of building or scaling escalations or executive-response functions in a high-growth SaaS or technology environment.
• Experience communicating directly with and influencing senior or executive leadership on complex customer situations.
• Analytical rigor, including experience setting and reporting against SLAs and service metrics and building root-cause frameworks.
• Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing environment.
• Cross-functional leadership experience partnering with R&D, FinTech, Customer Success, and Legal to resolve complex technical customer issues.
• Proven success leveraging AI to automate repetitive frontline tasks, shift operational focus toward high-impact customer resolutions, and demonstrate improved productivity and service results with metrics.

Nice To Haves

• Experience in the restaurant, hospitality, vertical SaaS, or fintech industry serving SMBs.
• Experience with incident- or case-management tools such as Jira, Salesforce, or FireHydrant.
• Experience managing other people managers within a 24/7 or multi-site support organization.

Responsibilities

• Own the operating model and outcomes of Toast’s Escalations function, partnering across Customer Care, Customer Success, and the wider organization to reduce time to resolution and prevent recurring issues.
• Own the team’s KPIs, emphasizing quality resolutions through technical troubleshooting and direct partnership with Toast teams; provide insights for weekly and monthly business reviews.
• Lead, coach, and develop Escalations Managers, with accountability for performance, career growth, and team competencies; champion team culture and change.
• Oversee and serve as final decision maker on the most complex and high-visibility customer situations, including issues raised to senior leadership or involving top-tier customers.
• Set escalation thresholds and judgment standards, and represent Toast directly to executive and customer leadership.
• Define and evolve servicing frameworks that scale with Toast’s growing global customer base.
• Lead the front end of the continuous improvement funnel through root-cause-analysis intake processing using team escalation insights.
• Identify, pilot, and scale AI-powered tools within the Escalations organization, such as AI-assisted triage, case summarization, and root-cause or pattern detection.

Benefits

• Equity.
• Benefits package intended to support a healthy lifestyle and flexibility for changing needs.
• Cash compensation may include overtime and bonus or commissions if eligible.

What This Job Offers

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