Manager, Customer Care

As a Customer Care Manager at Toast, you play a crucial role in leading the Care Team to drive productivity, efficiency, and success. Your primary responsibility is to manage the Toast customer journey during issue resolution, with the ultimate aim of strengthening customer relationships. **Role Overview:** - Leverage product knowledge and customer service expertise to coach and guide the team in handling chats, calls, and casework effectively. - Train and develop the team on processes, technical troubleshooting, and product knowledge. - Maintain open communication with agents, addressing concerns and relaying feedback appropriately. - Facilitate professional development for yourself and your team by staying updated on Toasts hardware, software, and training resources. - Seek out and embrace coaching opportunities to enhance performance. - Handle escalated customer issues, including those from the Senior Leadership Team. - Manage the use of Salesforce.com and other related applications. **Key Responsibilities:** - A minimum of a three-year degree in any discipline (or related field). - 2+ years of experience managing and coaching teams (as a Team Lead, Supervisor, or Manager). - 8+ years of experience in roles focused on customer satisfaction and championing the customer experience. - Demonstrated ability to operate independently and manage competing priorities in a fast-changing environment. - A genuine commitment to nurturing the professional growth of team members. - Strong ability to resolve complex customer issues promptly and professionally. - Experience in Restaurant, SaaS, or FinTech industries is a plus. The company, Toast, values Diversity, Equity, and Inclusion as integral components of its success. Embracing a diverse workforce, Toast celebrates authenticity, inclusivity, respect, trust, and humility. By embedding these principles into the company culture and design, Toast creates equitable opportunities for all employees, striving to deliver exceptional experiences and remain best-in-class across the industry. If you are ready to make a change and contribute to a dynamic team, apply today at Toast. The company is committed to an accessible and inclusive hiring process and encourages individuals with disabilities to request reasonable accommodations for the job application or interview process by contacting candidateaccommodations@toasttab.com.,