Customer Care Manager

*Must be located in Omaha, NE*

Customer Care Manager I - Retail

Toast is driven by building a platform that helps retailers and restaurants operate their business, increase sales, engage customers, and keep employees happy.

Bready* to make a change?

We are looking for a founding management team member as we launch dedicated support for our retail customers. As a Manager I, Customer Care - Retail, you will actively manage a team of agents responsible for providing support to our retail customers in a generalist model. 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.

As one of our founding team members, you’ll partner closely with care and retail leadership, enablement, customer success, onboarding and more to help us understand a retail operator’s unique needs and how we can deliver a customer experience that helps them thrive. This role is responsible for ensuring optimal customer journey experiences through collaboration, process refinement, and team development, focusing on technical troubleshooting, product knowledge, and innovative customer engagement.

To thrive as an Manager I, Customer Care - Retail at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, feel a sense of ownership in Brand Success, and excel in ambiguous environments.

About this roll* (Responsibilities)

• Educate, manage, train, coach and mentor a team of 10-12 Retail Care agents

• Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, resolution times, and CSATs

• Provide coaching and feedback to all agents through 1:1 sessions to improve the effectiveness of our support model

• Drive process improvement and innovation through communication and problem-solving.

• Analyze data, conduct reviews, and implement project management to optimize customer care experience

• Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities

• 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

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager

• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience

• Success operating independently and navigating competing priorities in a constantly changing environment

• Experience solving complex customer issues with a sense of urgency and professionalism

• Strong communication, problem-solving, and project management skills.

• Proficiency in Google Suite and ability to work flexible hours.

Special Sauce*

(Non-essential Skills/Nice to Haves)

• Experience with customer service contact platforms and ticketing systems

• Experience working in the tech industry or for a SaaS company

• Open to schedules that may include weekends, holidays and nights

AI at Toast

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 customers faster, more independently, and with higher quality. We provide these tools across all