Customer Care Manager – Network Team

Title: Customer Care Manager – Network Team

• R7232
• Remote
• Remote, United States

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.

This Manager is responsible for the productivity and the well-being of the Virtual Call Center Networking Team across the Boston, Omaha, and remote offices. This role is responsible for (1) overseeing the customer journey for those experiencing Toast network issues throughout the support experience, (2) work with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and (3) train and develop members of the networking team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities)

• Provides team vision by setting clear goals and objectives for themselves and their teams, by measuring performance, and by focusing on process improvement.
• Establishes service-levels metrics for response, resolutions of escalated networking issues, and customer CSAT.
• Manages agents performance and team leads to improve their effectiveness for Customer Support
• Partners cross-functionally with other departments and teams in order to stay ahead of new product and features, establish cross-functional process and responsibilities, and improve the overall customer journey for those having post-live network issues.
• Lead consistently with integrity, fairness, humility, with clear and honest communication.

Do you have the right ingredients*? (Requisites)

• 2+ years experience managing a Customer Support Team.
• Familiar with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard.
• Nice to have POS technical understanding with networking devices and connectivity.
• Ability to use CRM’s such as Salesforce and Five9.
• Familiarity with restaurant operations desired.
• High School Diploma or equivalent education required.

Our Spread* of Total Rewards (Benefits)

• 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