The opportunity
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.
What you'll do
Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts
Regularly evaluate employee performance and ensure accountability while: monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs
Provide coaching and feedback to all agents through the Quality Assurance: process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll
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
What they're looking for
- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
- Ensure Service Level Agreements (SLA) for tax related cases are met
- Provide subject matter expertise related to payroll and tax filing.
- Provide Payroll analytics and reporting to management
