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Senior Manager
Networking Technical Support
Posted on 8/25/2022
Omaha, NE, USA
Experience Level
Desired Skills
Customer Service
  • (Responsibilities)
  • Direct and oversee all aspects of Toast's technical customer service policies, objectives, and initiatives
  • Lead a team of technical managers
  • Develop service level standards with deep focus on response and issue resolution times
  • Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices
  • Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends and create action plans to improve service performance
  • Align customer service activities and initiatives to support and enhance the objectives of the organization
  • Manage escalated customer issues cross functionally ensuring responses are addressed in a timely manner
  • Hire, develop, and retain highly responsive and customer focused technical support staff to ensure the effective operation of the team
  • Work closely with the NOC manager to ensure that we maintain work related to the overall health and maintenance of customer network environments that are up to standards
  • Provides Care's vision to the NOC. Communicates staffing and overall customer Network health to the NOC when needed. Communicates operations and SOPs to ensure PCI DSS Compliance of the Toast customer's network infrastructure to leadership in the Care Organization
  • (Requirements)
  • 5+ years technical operations leadership experience overseeing large international teams while scaling for continued growth
  • Direct experience in hiring, developing, and mentoring technical operations teams
  • Detailed oriented and good with numbers
  • Experience driving process improvement and change throughout an organization
  • Strong customer centric experience
  • Ability to work cross functionally in a collaborative team environment
  • Restaurant, SaaS or FinTech Industry experience a plus

1,001-5,000 employees

Cloud-based restaurant software company
Company Overview
Toast is on a mission to enrich the food experience for all. Toast connects employees, operations, and guests on a reliable, easy-to-use platform so restaurateurs can stay one step ahead of a rapidly evolving hospitality market.
  • Peer Nominated Toastie Awards
  • Professional Development Reimbursement Program
  • Sabbatical
  • Unlimited Vacation & Flexible Work Hours
  • Medical, Dental, & Vision Coverage + Wellness Stipend
  • Commitment to Employee Wellness
Company Values
  • Lead with Humility
  • Embrace A Hospitality Mindset
  • Always Be Hungry
  • One Team
  • Stay Toasty
  • Driven with Purpose