Manager II - Enterprise Customer Care

<p><strong>Location: Omaha, NE Office - </strong><span style="font-weight: 400;">1926 S 67th St, Suite 200, Omaha NE 68106. <strong>You will be expected to be in office 2 days a week.&nbsp;<br>Hours: </strong>The position requires <strong>weekend availability</strong> and will have working hours between 1:00 PM and 9:00 PM CST. The specific schedule will be assigned at the time of hire.</span></p> <p>Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.</p> <p><strong>A day in the life</strong></p> <p>As a Customer Care Manager, you will actively manage a team of agents for the Enterprise campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast Enterprise issues throughout the care experience, while working with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions,&nbsp; and excel in ambiguous environments.</p> <p><strong><em>What you'll do (Responsibilities)</em></strong></p> <ul> <li>Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day</li> <li>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</li> <li>Train and develop members of the team on process, technical troubleshooting, and new product knowledge</li> <li>Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate</li> <li>Communicate and influence new ideas for improvement with a solutions oriented mindset</li> <li>Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations</li> </ul> <p><strong><em>What you'll need to thrive (Requirements)</em></strong></p> <ul> <li>3+ years of experience performance managing and coaching, for instance&nbsp; a Team Lead or Manager</li> <li>4+ years of experience in a role responsible for customer satisfaction and championing the customer experience</li> <li>Success operating independently and navigating competing priorities in a constantly changing environment with proven experience leading teams through organizational shifts, structural transitions, and rapid process evolutions within a fast-paced, fluid environment.</li> <li>Success working cross-functionally to architect, document, and drive organization-wide adoption of new operational workflows.</li> <li>Experience evaluating operational workflows involving both internal departments and external partners, collaborating across groups to eliminate friction and optimize performance.</li> <li>Experience solving complex customer issues with a sense of urgency and professionalism&nbsp;</li> <li>Exceptional written, verbal, and presentation skills, with an ability to effectively communicate technical status updates to corporate and executive stakeholders</li> <li>High proficiency leveraging CRM, database, and system log tools—for example, Salesforce, Jira, Splunk, Hex, and Looker—to extract operational metrics and identify trends.</li> <li>Open to schedules that will include weekends, holidays and nights</li> </ul> <p><strong>What will help you stand out (Non-essential Skills/Nice to Haves)</strong></p> <ul> <li>Experience working in the tech industry or for a SaaS company</li> </ul> <p data-pm-slice="1 1 []"><strong>AI at Toast</strong></p> <p>At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our cust