The opportunity
Toast is driven by building a platform that helps retailers and restaurants operate their business, increase sales, engage customers, and keep employees happy.
What you'll do
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
What they're looking for
- 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
- + years of experience performance managing and coaching, for instance a Team Lead or Manager
- + years of experience in a role responsible for customer satisfaction and championing the customer experience