Customer Support Team Lead

| Greater Boston Area

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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Associate Technical Sourcer, Previously: Software Engineer

How has your career grown since starting at the company?

I began as an implementation engineer, moved into instructional design, and now I am in my dream role as a product manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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