Senior Manager, Care Escalations

Toast • Boston, MA

1d • Hybrid

About The Position

The Senior Manager of Care Escalations leads Toast’s Escalations organization across Boston, Omaha, and remote offices, including Escalations Managers and Care Escalations Advisors. Reporting to the Director of Escalations, this leader is accountable for the operating frameworks, resolution and quality outcomes, and executive-facing oversight of Toast’s most complex and high-visibility customer issues. The role partners across Customer Success, Care, Product, Engineering, and Legal to resolve individual cases and address systemic causes.

The Senior Manager owns the Escalations function’s operating model and KPIs, leads business reviews, develops managers and teams, and serves as the final decision maker for high-profile customer situations. The role also evolves servicing frameworks, drives continuous improvement through root-cause analysis, and identifies and scales AI-powered tools for escalation work.

Toast uses a hybrid work model intended to foster in-person collaboration while accommodating individual needs. In-office expectations vary by region. The base salary range is $123,000–$197,000 USD; starting salary depends on skills, experience, and geographic location. Additional 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.
• At least 3 years managing managers or a multi-team organization.
• Track record building or scaling escalation 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.
• Experience setting and reporting against SLAs and service metrics, and building root-cause frameworks.
• 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 provide metrics-based evidence of improved productivity and service results.

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 within a 24/7 or multi-site support organization.

Responsibilities

• Own the operating model and outcomes of the Escalations function, partnering across Customer Care, Customer Success, and the organization to reduce time to resolution and prevent recurring issues.
• Be accountable for team KPIs, emphasizing quality resolutions through technical troubleshooting and direct partnership with Toast teams.
• Prepare insights for weekly and monthly business reviews.
• Lead, coach, and develop Escalations Managers; oversee their performance and career growth and the team’s Toast 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 top-tier customers.
• Set the escalation thresholds and judgment standards used by the team, 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 continuous improvement funnel’s root-cause-analysis intake using insights from team escalations.
• Identify, pilot, and scale AI-powered tools for the Escalations organization, such as AI-assisted triage, case summarization, and root-cause or pattern detection.

Benefits

• Competitive compensation and benefits programs.
• Cash compensation, including overtime and bonus/commissions if eligible.
• Equity.
• Benefits intended to support a healthy lifestyle and flexibility for changing needs.

What This Job Offers

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