Senior Director Enterprise Customer Care at Toast

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

270000.0

Posted On

15 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Data-Driven Leadership, Team Building, Process Improvement, Customer Advocacy, Communication, Operational Rigor, SaaS Experience, Support Strategy, KPI Management, Escalation Frameworks, AI Tools, Performance Management, Collaboration, Diversity and Inclusion

Industry

Software Development

Description

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. We are seeking a dynamic operational leader to join our Care leadership team and help shape the Care strategy, which will significantly impact our customers' experience. We are looking for a data-driven people leader who encompasses Toasts Values and has experience building and leading teams in a fast-paced customer success/support environment. The ideal candidate will have the ability to implement a clear vision and strategy, drive process improvements, and inspire and motivate a large team. About this Role (Responsibilities): Define and execute the global enterprise support strategy aligned with company growth objectives, customer expectations, and product complexity. Lead and inspire a diverse, high-performing team serving a high growth, vital customer segment. Serve as the executive voice for enterprise customers, driving proactive support, advocacy, and retention. Own and continuously improve global KPIs: CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency. Design and optimize tiered support models, 24/7 coverage structures, and escalation frameworks to ensure consistent service quality worldwide. Partner with Product, Engineering, and Customer Success to drive root-cause analysis, product quality improvements, and customer-driven innovation. Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support efficiently.Customer Advocacy & Executive Engagement Act as a senior point of escalation for strategic enterprise accounts, ensuring swift resolution of critical issues. Build trusted relationships with senior customer stakeholders, reinforcing our value and partnership through proactive communication and transparency. Create feedback loops to amplify the customer voice internally and influence product roadmaps. Develop and retain top global talent; build leadership depth and succession plans within the organization. Cultivate a culture of accountability, empathy, and continuous improvement. Drive engagement, inclusion, and collaboration across regions and functions. Do you have the right ingredients*? (Requirements) 10+ years in enterprise or technical support, with 7+ years leading large, multi-regional teams (100+ staff). Experience in a high-growth SaaS or SaaS + hardware environment (IoT, connected devices, or restaurant/retail tech strongly preferred). Proven success scaling global support operations during periods of rapid growth (20%+ YoY). Strong command of enterprise support models, incident management, and global escalation frameworks. Data-driven approach to performance management — expert in interpreting dashboards, metrics, and analytics. Exceptional communication and executive presence; proven ability to influence at C-level both internally and with customers. Passion for customer advocacy, operational rigor, and leading teams that make a measurable business impact. AI at Toast At Toast we’re Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Spread* of Total Rewards We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. *Bread puns encouraged but not required #LIHYBRID The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible). Pay Range $169,000—$270,000 USD Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Responsibilities

Define and execute the global enterprise support strategy while leading a diverse, high-performing team. Continuously improve global KPIs and design support models to ensure consistent service quality worldwide.