Senior Manager, Care Escalations

Toast

2d•$111,000 - $227,000•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, drives resolution and quality outcomes, and provides executive-facing accountability for the company’s most complex and high-visibility customer issues. It partners across Customer Success, Care, Product, Engineering, and Legal to connect individual cases with systemic fixes. The Senior Manager owns the function’s operating model and outcomes, leads and develops managers, and serves as the final decision-maker for complex customer situations, including matters raised to senior leadership or top-tier customers. The role also evolves service frameworks for a growing global customer base, uses escalation insights to support continuous improvement, and identifies and scales AI-powered tools within the organization. Toast embraces hybrid work, balancing in-person collaboration with individual needs. In-office expectations vary by region. Toast describes its total rewards package as including base salary, potentially eligible overtime and bonus or commissions, equity, and benefits. The listed base salary ranges are $142,000–$227,000 in Zone A, $123,000–$197,000 in Zone B, and $111,000–$178,000 in Zone C; starting salary depends on skills, experience, and geographic location.

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 using AI to automate repetitive frontline tasks, redirect operational focus toward high-impact customer resolutions, and demonstrate improved productivity and service results with metrics.

Nice To Haves

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

Responsibilities

Own the Escalations function’s operating model and outcomes, partnering across Customer Care, Customer Success, and the organization to reduce time to resolution and prevent recurring issues.
Own team KPIs, emphasizing quality resolutions through technical troubleshooting and direct partnership with Toast teams, and provide insights for weekly and monthly business reviews.
Lead, coach, and develop Escalations Managers; oversee their performance, career growth, and the team’s Toast competencies, while championing culture and change.
Oversee and serve as final decision-maker on the most complex and high-visibility customer situations, including cases 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 informed by team escalation insights.
Identify, pilot, and scale AI-powered tools in the Escalations organization, such as AI-assisted triage, case summarization, and root-cause or pattern detection.