Customer Care Manager

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. Must be located in Omaha, NE* 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 disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at Bread puns encouraged but not required The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $69,000—$110,000 USD How Toast Uses AI In Its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: Our Approach to Hybrid Working We embrace a hybrid work model that foster in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more by region: Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower our restaurant community. To learn more how we work globally and regionally, check out: Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact View email address on click.appcast.io. For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr