About Toast
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. 

Responsibilities
We are seeking a passionate customer-focused Technical Escalation Manager to work in a team that is responsible the holistic support accounts that are experiencing multiple/chronic issues or are at risk of churn. The Technical Escalation Manager is responsible to set a plan to address problems and issues, manage to successful resolution, and document Root Cause Analysis (RCA) for other Toast teams to review and enact changes to address issue in the long-term. This role will work directly with the Sales, Restaurant Success, Services, and Product teams and report to the Director of Technical Escalation Management.

Primary Responsibilities

• Represent as the Toast Support point of contact for technical support escalations for specified accounts
• Become an trusted partner to the customer by listening, empathizing, and building rapport
• Proactive review of past support tickets, looking for trends and ensuring best use of products for customer success
• Create a support plan to resolve short and long-term problems; recommended specific actions and perform regular and timely status updates with the customer
• Proactively manage the technical support for customers ensuring timely completion of open items
• Work cross-functionally with Services, Engineering and Product to support and drive improvements that positively affect the entire customer experience
• Work with Restaurant Success Managers to provide status updates on the account
• Restore the restaurant technology to enable them to serve their customers and thrive
• Document root cause analysis (RCAs) to present to Toast internal teams to review and enact changes to prevent issue long-term

Requirements:

• 4+ years of working with exceptional customer-facing skills in providing technical solutions
• Restaurant experience is a strong plus
• Strong leadership, teamwork, communication & cross-group collaboration skills
• Must be able to proactively drive customers improvements with minimal oversight
• Highly motivated, passionate over achiever, team player, facilitator
• Entrepreneurial spirit/mindset, flexibility toward dynamic change
• Incredibly detailed oriented
• Exceptional written and oral communication skills
• Ability to perform in a fast paced environment
• Experience with Salesforce and Google Suite a plus