Manager II, Customer Care - Enterprise
Bready* to make a change?
As an Manager II, Customer Care - Enterprise, you will actively manage a team of agents for the Enterprise campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast POS issues throughout the care experience, while working with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines.
To thrive as an Manager II, Customer Care - Enterprise at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, feel a sense of ownership in Brand Success, and excel in ambiguous environments. The Enterprise Care manager will actively manage a team of agents that are responsible for executing our Enterprise and Upper Mid-Market accounts, delivering a high-touch, personalized, and proactive support experience.
This role is responsible for ensuring optimal customer journey experiences through weekly client meetings, collaboration, process refinement, and team development, focusing on technical troubleshooting, product knowledge, and innovative customer engagement.
About this roll* (Responsibilities)
- Lead and develop a team, ensuring performance and adherence to schedules.
- Drive process improvement and innovation through communication and problem-solving.
- Facilitate brand management with smooth client transitions and ensure satisfaction through cross-functional collaboration.
- Analyze data, conduct reviews, and implement project management to optimize customer care.
- Maintain brand consistency and utilize Google Suites for transparency and reporting.
- Maintain availability for flexible scheduling to meet client needs.
Do you have the right ingredients*? (Requirements)
- 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager
- 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
- Success operating independently and navigating competing priorities in a constantly changing environment
- Experience solving complex customer issues with a sense of urgency and professionalism
- Strong communication, problem-solving, and project management skills.
- Proficiency in Google Suite and ability to work flexible hours.
Special Sauce*
(Non-essential Skills/Nice to Haves)
- Experience with customer service contact platforms and ticketing systems
- Experience working in the tech industry or for a SaaS company
- Open to schedules that may include weekends, holidays and nights
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
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Are you Bready to make a change? As a Manager II, Customer Care - Enterprise at Toast in Omaha, NE, you’ll find yourself at the dynamic intersection of service excellence and team development. In this exciting role, you will be in charge of steering a dedicated team of customer care agents, focusing on delivering top-notch support for our Enterprise campaign. You’ll be the go-to Subject Matter Expert, guiding your team as they navigate customer interactions, especially those dealing with Toast POS issues. Your day-to-day will involve collaborating with cross-functional teams, including Restaurant Success, Sales, and Onboarding, to develop supportive processes and guidelines that enhance the customer journey. With a knack for coaching and a passion for customer satisfaction, you’ll inspire your team to thrive in a fast-paced environment. The key to success in this role is your ability to balance leadership with a sense of ownership in brand success, ensuring a proactive and personalized support experience for our Enterprise and Upper Mid-Market accounts. You'll drive process improvements, analyze data, and maintain flexibility to meet client needs, all while ensuring brand consistency and excellent communication throughout the customer care journey. Here at Toast, we believe that our employees are our secret ingredient, and we’re committed to creating an inclusive environment where everyone can thrive together. If you’re ready to make an impact, we’d love to hear from you!
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