Senior Manager, Customer Care

About the role

Senior Manager, Customer Care at Toast. Lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly.

What you'll do

• Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs
• 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. Report service metrics, including customer feedback and trends, to senior leadership
• Create, communicate and follow through on action plans
• Keep finding new and better ways to delight customers

What you need

• 15–27 yrs of experience
• Customer service
• Customer success
• Compensation and benefits
• NetSuite
• Transcription
• Communication
• Any graduate