Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

This role will actively manage the API Integrations Support Team. This role is responsible for the productivity and the well-being of the members of the Care/Support team across the Boston, Omaha, and remote offices.  This role is responsible for (1) overseeing the customer journey for those experiencing Toast issues throughout the support experience, (2) work with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.

This is a hybrid role and will require onsite attendance at our Chicago, IL location.

About this roll* (Responsibilities) 

• Direct and oversee aspects of Toast’s customer service policies, objectives, and initiatives.
• Work with Product, Engineering and Partner teams to onboard new and improve existing 3rd party Integrations
• Develop service level standards with deep focus on response and issue resolution times.
• Build relationships with support leaders across Toast and at our partner companies to improve processes and customer experience. 
• 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 Billing inquiries working closely  with our finance to ensure responses are addressed in a timely manner

Do you have the right ingredients?* (Requirements)

• 2+ years experience managing customer service, support or operations teams while scaling for growing business needs
• Experience with API Integrations is required
• 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

Our Spread of Total Rewards

• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs 
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

*Bread puns encouraged but not required