Customer Care Manager

at  Toast

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?

As a Customer Care Manager, you will actively manage a team of agents supporting our international customers (Ireland, UK, Canada). You are responsible for the productivity and the well-being of the members of the Customer Care Team in Dublin and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast issues throughout the care experience, while partnering with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments while ensuring our international customers become raving fans of Toast!

• 4,500+ employees in 5 countries (US, Canada, UK, Ireland, and India)
• 93,000+ restaurants live
• Experiencing rapid growth at scale
• $110b Global addressable TAM

If you are a leader passionate about people, customer care, with an ability to lead a team through change and are excited at the prospect of joining us as we continue to expand internationally - read on!

SPECIAL SAUCE* (NON-ESSENTIAL SKILLS/NICE TO HAVES)

• Experience answering incoming phone calls and ticketing systems.
• Experience working in the tech industry or for a SaaS company.
• Monday to Friday Schedule - with flexibility to support the business needs at weekends, holidays and latest per rotation.
• POS technical understanding with networking devices and connectivity would be advantageous.
• Second European language would be an advantage.

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager.
• 4+ years of experience in a customer service environment, with customer centric focus.
• Success operating independently and navigating competing priorities in a constantly changing environment.
• Experience solving complex customer issues with a sense of urgency and professionalism

IMPORTANT NOTE: THIS ROLE REQUIRES THE SUCCESSFUL CANDIDATE TO BE BASED IN IRELAND AND COMFORTABLE WITH A HYBRID WORKING MODEL FROM OUR DUBLIN OFFICE (2 DAYS MINIMUM IN THE OFFICE REQUIRED)

About this roll* (Responsibilities)

• Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day.
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support.
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge.
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate.
• Support service delivery through resource allocation within the team, and engaging with WFM to provide the best outcome for the Customer.
• Communicate and influence new ideas for improvement with a solutions oriented mindset.
• Change Leadership, connecting direct reports to purpose and managing change adoption.
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations.
• Participate in on-call process as per roster.

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager.
• 4+ years of experience in a customer service environment, with customer centric focus.
• Success operating independently and navigating competing priorities in a constantly changing environment.
• Experience solving complex customer issues with a sense of urgency and professionalism.

As a Customer Care Manager, you will actively manage a team of agents supporting our international customers (Ireland, UK, Canada). You are responsible for the productivity and the well-being of the members of the Customer Care Team in Dublin and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast issues throughout the care experience, while partnering with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments while ensuring our international customers become raving fans of Toast!

• 4,500+ employees in 5 countries (US, Canada, UK, Ireland, and India)
• 93,000+ restaurants live
• Experiencing rapid growth at scale
• $110b Global addressable TA