Manager II, Customer Care Tax
Core
Manage a team of 10-12 Customer Care Tax Experts to support restaurants with payroll tax issues, focusing on improving customer outcomes and operational efficiency.
Role type
Senior IC People Manager (Customer Care)
Builds
Customer support processes and guidelines for Toast Payroll Tax
Domain
SaaS / Restaurant Technology / Payroll & Tax
Deliverable
dashboards & analysis
Required skills
Team management, performance coaching, payroll tax expertise, customer experience strategy, regulatory compliance, data analysis, process improvement, stakeholder communication, technical troubleshooting
Preferred skills
MasterTax experience, FPC or CPP Certification
Technologies
Microsoft Excel, MasterTax
Responsibilities
Evaluate employee performance and monitor KPIs (productivity, adherence, CSAT), coach agents on tax filing and recovery processes, train team on new product knowledge and workflow efficiency, maintain SLAs for tax cases, provide payroll analytics to management, stay abreast of federal/state/local regulatory changes.
Seniority
Manager II, hands-on leadership
