Customer Onboarding Support Manager

As a Customer Onboarding Support Manager at Toast, your responsibilities include leading and coaching the onboarding team, driving process improvements, ensuring team performance against SLAs, collaborating with other departments, and managing tools for effective operations. You'll also handle escalated customer issues and provide valuable insights to enhance product offerings.

To qualify for the Customer Onboarding Support Manager role at Toast, candidates should have 2–3 years of experience in team management or coaching, over 7 years managing customer onboarding programs, strong problem-solving skills, and at least a background in the SaaS or restaurant industry, with preferences for experience in tech as well.

The work environment for a Customer Onboarding Support Manager at Toast is hybrid, with team members working two days a week in-office and the remainder at home. This model fosters collaboration while also allowing for individual flexibility and productivity, ensuring a balanced work-life approach.

Toast promotes diversity, equity, and inclusion throughout its culture and design. During the hiring process for the Customer Onboarding Support Manager role, they strive to create equitable opportunities for all candidates, embedding respect and inclusivity in their approach.

Customer Onboarding Support Managers at Toast utilize various tools and systems including Salesforce, Zendesk, JIRA, and Asana to ensure efficient team operations, track performance metrics, and manage customer interactions effectively.

I prioritize tasks by assessing urgency and impact, focusing on key onboarding milestones and deadlines. Utilizing project management tools helps me stay organized and ensure all team members are aligned on priorities.

In my previous role, I led a team focused on customer success within a SaaS company. I implemented structured training programs and encouraged open communication to foster collaboration and enhance overall team performance.

When dealing with escalated customer issues, I listen actively, empathize with their concerns, and involve the necessary team members to resolve the problem quickly. My goal is always to restore their confidence in our product.

I track several key metrics, including customer satisfaction scores, time to onboard new customers, and retention rates post-onboarding. These metrics help evaluate the effectiveness of our onboarding processes.

I encourage continuous improvement by holding regular feedback sessions, celebrating successes, and providing opportunities for professional development. This approach fosters a mindset of growth and learning.

I leverage regular touchpoints with other departments, share insights openly, and promote a shared goal-oriented perspective to enhance collaboration. Establishing strong relationships is key in this process.

I ensure my team meets SLAs by setting clear expectations, providing necessary training, and closely monitoring performance metrics. Regular check-ins help me address any challenges promptly.

I am passionate about customer onboarding because it sets the stage for a positive customer relationship. Guiding customers during this critical time allows me to contribute to their long-term success.

At my last job, I identified bottlenecks in our onboarding process that delayed timelines. I proposed and implemented a new tracking system that reduced onboarding time by 30%, greatly enhancing customer satisfaction.

I stay informed on industry trends by participating in webinars, attending conferences, and engaging with online communities. This helps me bring innovative ideas back to my team to improve our processes.