Senior Manager, Guest Support Operations
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.
Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love and delighting their guests. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.
Bready* to make a change?
We are seeking an entrepreneurial self-starter to establish and scale our first-ever consumer-facing Guest Experience team. In close partnership with the Guest Product, Engineering, and Design teams, the Senior Manager of Customer Experience will envision the consumer support experience when complications arise for restaurant guests interacting with different Toast channels, including our Toast App, Online Ordering Platform, and Digital Dine-In products. We are seeking someone who is comfortable switching between different levels of details, zooming in one minute to solve a single customer’s problem and zooming out the next to create principles and processes that scale.
About this roll* (Responsibilities)
- Establish, scale, and manage a nascent consumer-facing customer care team.
- Identify and optimize KPIs for the consumer-facing customer care team, such as customer satisfaction and time to ticket resolution.
- Identify and execute key strategic initiatives for the consumer support team to drive efficiencies and improve quality.
- Establish rules of engagement for common customer pain points.
- Identify the root causes of customer problems, drive timely resolution, and use those insights to drive systematic improvements across the consumer-facing customer care team.
- Leverage data and insights to influence product & engineering teams to solve these root causes through product enhancements and self-service support.
- Partner with senior business leaders to determine the strategic goals, plans, and best operating practices to deliver a world-class consumer support experience.
- Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.
Do you have the right ingredients*? (Requirements)
- 4+ years of operational experience leading consumer-facing support operations in a fast paced, high-growth environment.
- A history of delivering quality customer service over a variety of communication channels including phone, email, and live chat.
- Experience with Zendesk and Salesforce.
- Experience developing workforce management capabilities to handle schedule adherence, capacity planning and headcount forecasting.
- Experience leading and driving improvements across customer support teams.
- Expertise in identifying root causes and driving systematic change to improve the products and/or processes that cause the customer issue.
- Ability to analyze data to make decisions and drive process and performance improvement.
- Excellent organizational, communication, and presentation skills.
- Ability to effectively operate both strategically and tactically.
- Proven track record of building diverse, inclusive, and high performing teams; culturally sensitive and open to differences.
- BS degree or equivalent.
Our Spread of Total Rewards
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
*Bread puns encouraged but not required
#LI-TD1
#LI-REMOTE
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.