Senior Manager, Customer Care
Core
Lead a large Customer Care organization across multiple lines of business to deliver exceptional experiences to live Toast customers and manage technical support operations end-to-end.
Role type
Senior Manager, Customer Care & Technical Support Operations
Builds
Customer support operations, service metrics, and team engagement programs for Toast's restaurant and local business customers
Domain
SaaS / Restaurant Technology
Required skills
Technical support operations management, People management (managing managers), Cross-functional leadership, Strategic planning, Project management, Data analysis, Salesforce administration, NetSuite administration, Change leadership, Executive communication
Preferred skills
Restaurant industry experience, SaaS experience, FinTech experience, AI tool adoption
Technologies
Salesforce.com, NetSuite
Responsibilities
Lead Care Managers and Care agents to deliver exceptional customer experiences; Own technical support operations including capacity planning, workforce management, SLAs, and quality programs; Act as the face of the Care business to influence functional leaders with customer insights; Align customer service standards across lines of business; Report service metrics and trends to senior leadership; Partner with departments to drive customer success; Handle escalated issues from Senior Leadership Team; Manage use of Salesforce and NetSuite; Build team engagement and professional development programs.
Seniority
Senior, hands-on IC with significant people management scope