Director of Technical Escalation Management

We are looking for a Director of Technical Escalation Management with demonstrated experience and understanding of the customer escalation process and product issue management. The main focus of this position is to lead transformation and drive change in Escalation Management across our Customer Success Teams.

The Director of Technical Escalation Management is a customer obsessed leader, responsible for leading a group of Toast’s technical escalation managers & Tier 3 Product Liaisons. This role reports directly to the VP of Customer Support .This leader must have experience creating the strategy, processes, people and operations to effectively grow an organization to support customers with urgent or multi-faceted issues by responding, coordinating and executing solution based actions 24/7/365. Experience working with networking, hardware, & software solutions such as Point of Sale ( POS) system for both SMB, Mid-market and Enterprise customers is critical. A strong leadership presence is a must in order to build solid and deep customer executive relationships. In addition, a passion driving customer solutions through the Toast organization and driving the voice of the customer is first and foremost, channeled through building deep relationships cross functionally to ensure products, processes and initiatives reflect building the best customer experience.

Responsibilities:

• Lead a team of Technical Escalation Managers (TEM)s in handling complex and/or escalated technical issues with heavy focus on technical problem resolution and consistent communications with customers at various levels.
• Daily leadership, monitoring and reporting of team performance, ensuring service and quality goals are met or exceeded
• Develop and own the Customer Escalation Process at Toast
• Excellent cross-functional communicator and team player. You will need to partner with Product Managers and Engineering to drive quick technical solutions for our customers.
• Customer facing executive with the experience, presence and empathy of managing executive customer relationships during escalations
• Proven operational ability to lead a team around strategy and execution around new models of support that maximize customer success, and that can scale in a rapidly growing organization
• Positive and energetic leadership presence
• Strong sense of urgency, willing to go above & beyond & set that tone within the team
• Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels
• Demonstrated passion for creating wildly successful customers, and a track record of rolling out efficient processes and systems that create raving fans and successful restaurants.
• Ability to drive Root Cause Analysis (RCA) and take actions cross departmentally to drive change and improvements in both process & product to drive reduction in escalations
• Hire, develop and retain top talent
• Own the escalation management processes for all technical account escalations
• Be the voice of the customer interfacing with our product and engineering teams
• Achieve business results for customer satisfaction, incident management reduction, and support SLAs
• Strategic leadership and oversight for support exceptions and escalation management process across all customers

Skills:

• Drive a customer obsessed culture that applies customer focus into the business.
• Own escalations and manage Executive expectations and communications.
• Partner with leadership to improve escalation management across the company.
• Partner across CSS to drive a better overall experience for escalation scenarios.
• Lead transformational change to improve the customer and employee experience.
• Drive innovation and best practice implementation for overall operations.
• Drive clarity and consistency for escalation paths in CSS
• Improve customer and employee communications and notifications.
• Lead efforts to improve the experience and reduce future escalations
• Work with leadership to drive higher than average Customer & NPS score

Qualifications:

• 10+ years of leadership experience; self-motivated, confident working at a senior executive level in a Technical Account Management or Technical Support environment
• Demonstrated success implementing programs and processes to maximize customer success
• Technically astute and able to talk to customers from a Technical product level
• Demonstrated experience in/understanding escalation management and resolving complex customer issues
• Demonstrated experience in combining strategic thinking with ability to execute at a tactical level, while being a leader in an influencing role
• Demonstrated people management skills, appropriately planning and prioritizing, and delegating resources to most high impact work, and building a strong team that can lead through influence and problem resolution
• Bachelor’s degree in Business Administration, Information Technology or related field or relevant business experience.
• Demonstrated success developing high performing teams
• Prefer experience building teams in a SaaS company