Customer Care Manager

Must be located in Omaha, NE.

About the role

Toast is driven by building a platform that helps retailers and restaurants operate their business, increase sales, engage customers, and keep employees happy. We are looking for a founding management team member as we launch dedicated support for our retail customers. As a Manager I, Customer Care - Retail, you will actively manage a team of agents responsible for providing support to our retail customers in a generalist model.

You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. As one of our founding team members, you’ll partner closely with care and retail leadership, enablement, customer success, onboarding, and more to help us understand a retail operator’s unique needs and how we can deliver a customer experience that helps them thrive.

This role is responsible for ensuring optimal customer journey experiences through collaboration, process refinement, and team development, focusing on technical troubleshooting, product knowledge, and innovative customer engagement.

Responsibilities

• Educate, manage, train, coach, and mentor a team of 10-12 Retail Care agents
• Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, resolution times, and CSATs
• Provide coaching and feedback to all agents through 1:1 sessions to improve the effectiveness of our support model
• Drive process improvement and innovation through communication and problem-solving. Analyze data, conduct reviews, and implement project management to optimize customer care experience
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions-oriented mindset

Requirements

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Experience solving complex customer issues with a sense of urgency and professionalism
• Strong communication, problem-solving, and project management skills
• Proficiency in Google Suite and ability to work flexible hours

Skills

• Experience with customer service contact platforms and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays, and nights

About AI at Toast

At Toast, one of our company values is that 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.

Benefits

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.

Pay

The base salary range for this role is $69,000—$110,000 USD. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Schedule

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. This role is based in our Omaha, Nebraska office. Schedules may include weekends, holidays, and nights.