Customer Care Manager
Enterprise
Posted on 3/1/2024
INACTIVE
Toast

5,001-10,000 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.
Consumer Software
Hardware

Company Stage

Series F

Total Funding

$1.2B

Founded

2011

Headquarters

Boston, Massachusetts

Growth & Insights
Headcount

6 month growth

4%

1 year growth

21%

2 year growth

60%
Locations
Omaha, NE, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
CategoriesNew
Customer Success & Support
Customer Experience
Customer Success
Customer Support
Requirements
  • 3+ years of experience performance managing and coaching
  • 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
  • Experience solving complex customer issues with a sense of urgency and professionalism
  • Proven self-starter with the ability to innovatively think outside the box
  • Strong verbal/written communication skills across levels and departments
  • Customer Service leadership experience and KPI management preferred
Responsibilities
  • Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
  • Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
  • Train and develop members of the team on process, technical troubleshooting, and new product knowledge
  • Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
  • Communicate and influence new ideas for improvement with a solutions-oriented mindset
  • Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
  • Proactively works cross-functionally with restaurant success partners, onboarding, and the client to ensure smooth transition into Toast with the basic understanding of the unique client needs