Browse
Employers / Recruiters

Manager, Customer Care - Guest

toast · 30+ days ago
Omaha, NE
$78k+
Full-time
Continue
By pressing the button above, you agree to our Terms and Privacy Policy, and agree to receive email job alerts. You can unsubscribe anytime.

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 role will be hybrid to the Omaha office. The schedule is Sunday - Thursday 9a-6p CST. However, the role requires a certain amount of flexibility for days/hours. 

 

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents for the guest support team. You are responsible for the productivity and well-being of the members of the Customer Care Team - Guest in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the restaurant guest experience while working with cross-functional Internal teams such as Workforce Management, guest product, and digital ordering channels 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 interactions,  and excel in ambiguous environments. 

About this roll* (Responsibilities) 

  • Manage and coach a team of 10-15 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
  • Communicate and influence new ideas for improvement with a solutions-oriented mindset
  • Assist agents with challenging guest contacts and handle escalated tickets 
  • Work with the guest leadership and product teams to effectively grow and scale the guest support function 

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 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 

Special Sauce* (Non-essential Skills/Nice to Haves)

  • Experience with Zendesk 
  • Experience managing a team that primarily relies on written communication (email and chat) 
  • Experience working in the tech industry or for a SaaS company
  • Open to schedules that may include weekends, holidays and nights

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

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), equity, and benefits.
Pay Range
$78,000$125,000 USD

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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.

Last updated on Aug 6, 2024

See more

About the company

More jobs at toast

Analyzing

Calgary, Alberta

 · 

30+ days ago

Toronto, Ontario

 · 

30+ days ago

Ottawa, Ontario

 · 

30+ days ago

Developed by Blake and Linh in the US and Vietnam.
We're interested in hearing what you like and don't like! Live chat with our founder or join our Discord
Changelog
🚀 LaunchpadNov 27
Create a site and sell services based on your resume.
🔥 Job search dashboardNov 13
Revamped job search UI with a sortable grid, live filtering, bookmarks, and application tracking.
🫡 Cover letter instructionsSep 27
New Studio settings give you control over AI output.
✨ Cover Letter StudioAug 9
Automatically generate cover letters for any job.
🎯 Suggested filtersAug 6
Copilot suggests additional filters above the results.
⚡️ Quick applicationsAug 2
Apply to jobs using info from your resume. Initial coverage of ~200k jobs in Spain, Germany, Austria, Switzerland, France, and the Netherlands.
🧠 Job AnalysisJul 12
Have Copilot read job descriptions and extract out key info you want to know. Click "Analyze All" to try it out. Click on the Copilot's gear icon to customize the prompt.
© 2024 RemoteAmbitionAffiliate · Privacy · Terms · Sitemap · Status