Senior Manager, Customer Care

About the Company

Responsibilities

• ● Lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
• ● Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs, so complex technical issues are resolved efficiently and consistently.
• ● Act as the face of the Care business to functional leaders across Toast, bringing customer insights and operational data to those leaders to influence and improve processes and policies.
• ● Align customer service standards, activities and initiatives across LOBs so they support and improve performance against organizational objectives.
• ● Make sure the right systems are in place and in use, and report service metrics, including customer feedback and trends, to senior leadership.
• ● Create, communicate and follow through on action plans.
• ● Partner with departments across Toast to drive the highest levels of customer success throughout the post-live customer journey.
• ● Keep finding new and better ways to delight customers.
• ● Build team engagement, professional development opportunities, product training and change leadership as responsibilities evolve.
• ● Implement and improve the reports, workflows, dashboards, email templates and other tools the team uses to communicate.
• ● Handle customer issues escalated directly from the Senior Leadership Team.
• ● Manage the use of Salesforce.com, NetSuite and all related applications.

Requirements

• ● A minimum three-year degree in any discipline
• ● 15+ years of overall experience, including significant time in Customer Success, Technical Support or SaaS-based roles
• ● 8+ years of people management experience, including leading managers and managing large teams across multiple LOBs
• ● Excellent communication, interpersonal and writing skills, with executive presence
• ● Proven experience managing technical support operations at scale
• ● A track record of acting as the business voice to functional leaders and influencing cross-functional process and policy changes
• ● Experience leading large cross-functional initiatives with other departments
• ● Love for developing people in a high-growth environment
• ● Enthusiasm for technology and demonstrated technical aptitude
• ● Strong project management skills and the ability to multitask
• ● Creative, analytical and execution-oriented
• ● Ability to operate both strategically and tactically

Nice to Have

• ● Restaurant, SaaS or FinTech experience is a plus