Customer Support Team Lead
Toast Overview:
Toast is a rapidly growing startup building the first all-in-one restaurant management software platform. Toast’s Android tablet based system helps restaurants operate more efficiently and connect with their customer base in new and innovative ways. We’re growing fast and have a customer base comprised of cafes, restaurants, bars and nightclubs across the country. We work hard and care about our customers’ success and we have a lot of fun doing it. As a startup, we move fast and have a lot of opportunity for career growth, so if you’re passionate about your work and want to be in a fun and growing industry, join us! You will be helping Toast to grow our business across the US and internationally.
The Customer Support Team Lead will oversee a team of individuals responsible for handling the most complex billing questions, and acting as Tier III support for the function. The person will ensure a positive experience and high NPS for customers dealing with complex billing issues, while adhering to internal and external SLAs. They will work cross-functionally across departments to develop and facilitate processes that can scale with growth. They will be relied upon to identify trends and common issues that can be resolved with education, process, and system changes.
This is a new role at Toast, and provides a great opportunity to demonstrate leadership skills in building and challenging a high performing team and managing with metrics. It will require structuring a team for success, helping them problem solve and resolve issues as they arise, and acting as an escalation point. This person must be passionate about serving and helping our customers. They must also be able to work cross-functionally with internal partners such as other Business Operations team managers, accounting, customer success, support, and information systems. In all of the above activities, they will be responsible for setting up processes that allow the billing operations to scale efficiently with our tremendous growth. This person would be managing a team of 2-3 individuals.
Responsibilities:
Develop internal processes and standard operating procedures & SLAs
Manage Tier III support reps; ensuring work is completed accurately and in a timely manner
Serve as an escalation point with customers resolve complex billing issues while ensuring a great customer experience
Develop a structured approach to identify repeated billing issues
Leverage other teams such as customer support, as needed, to support the growth by providing suitable training
Work with partner teams (e.g. operations, accounting, operational excellence) to problem solve customer issues
Build a high performing team, develop roles and responsibilities for the team and structure them for success
Requirements:
1+ years of experience working in a customer facing role
Experience or demonstrated aptitude to manage a high performing team
Passion to achieve positive customer experience
Good attention to detail and results oriented performance
Demonstrated ability to problem solve
Demonstrated ability to build a process
Strong communicator with an ability to work with customers and stakeholders
Analytical skills to manage and report on KPIs
Bonus Skills:
Experience working in SalesForce,NetSuite, or other similar SaaS based ERP and CRM systems
Billing-related experience
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