Start Date: 01/26
Location: Omaha, NE or Boston, MA. You will be expected to be in office 2 days a week.
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.
Bready* to make a change?
The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team.
About this roll* (Responsibilities)
- Manage and develop a team of 10–12 operations advisors, focusing on individual career development, coaching, and skill enhancement.
- Own team performance against core metrics like Service Level Agreement (SLA), productivity, and schedule adherence.
- Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team.
- Lead or significantly contribute to high-impact team projects aimed at improving efficiency, enhancing quality, and streamlining operations.
- Drive quality assurance (QA) and training projects, ensuring process documentation (SOPs) and training materials are up-to-date and effective.
- Serve as a primary point of contact for internal partners (e.g., Product, Finance, Marketing) on initiatives requiring operational support or procedural change.
- Act as the final point of internal escalation for complex, high-priority customer issues that require managerial intervention or exception handling.
- Translate complex operational data (e.g., SLA, TTR, AHT trends) into clear, actionable narratives to drive strategic decision-making and influence roadmaps across cross-functional teams.
Do you have the right ingredients*? (Requirements)
- 5+ years in customer support
- 2+ years experience in leading & managing teams
- Excellent communication and conflict resolution skills, particularly in handling escalated customer and internal stakeholder issues.
- Proven track record of driving operational improvement projects (e.g., SOP creation, quality scoring, efficiency programs).
- Demonstrated ability to use data (SLA, AHT, Adherence, etc) to manage performance and identify coaching opportunities.
Special Sauce* (Non-essential Skills/Nice to Haves)
- Restaurant, SaaS or FinTech experience is a plus.
Our Spread* of Total Rewards
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 https://careers.toasttab.com/toast-benefits.
*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 and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
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 the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
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 [email protected].
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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.
Toast Boston, Massachusetts, USA Office
Toast’s headquarters is located in the heart of the Seaport District. Toasters are surrounded by art, culture, and delicious cuisine in one of the most bustling neighborhoods in Boston.
Early Careers
Toast's Early Careers program is designed to launch students' careers by integrating them into the company's vibrant culture and impactful work. Interns and co-ops are treated as full-time Toasters from day one, given meaningful projects, and provided with mentorship from industry professionals. The program emphasizes hands-on learning, collaboration across teams, and the autonomy for students to develop and showcase their skills, supported by consistent feedback. Toast offers opportunities across various departments, including technical roles like Software Engineering and Data Science, as well as non-technical roles such as Human Resources and People Operations.
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