The opportunity
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
What you'll do
Lead a large Care organization spread across multiple lines of business: (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
Own technical support operations end to end, including capacity planning,: workforce management, SLAs, escalation paths and quality programs, so complex technical issues are resolved efficiently and consistently.
Act as the face of the Care business to functional leaders across Toast.: Bring customer insights and operational data to those leaders to influence and improve processes and policies.
Align customer service standards, activities and initiatives across LOBs so: they support and improve performance against organizational objectives.
Make sure the right systems are in place and in use. Report service metrics,: including customer feedback and trends, to senior leadership.
Create, communicate and follow through on action plans.
What they're looking for
- Partner with departments across Toast to drive the highest levels of customer: success throughout the post-live customer journey.
- Keep finding new and better ways to delight customers.
- Build team engagement, professional development opportunities, product: training and change leadership as responsibilities evolve.
- Implement and improve the reports, workflows, dashboards, email templates and: other tools the team uses to communicate.
