Global Care Director: Scale Operations & Strategy

Toast; Dublin; Hybrid; EUR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Toast is seeking a dynamic Senior Director, International Customer Care to shape global care strategy and lead a growing multi-region team. You will set direction, scale operations across markets, and partner with product, engineering, and sales to deliver exceptional customer experiences.

You will build a culture of accountability, coach senior leaders, own KPIs like CSAT and NPS, and drive automation and AI-enabled workflows to improve efficiency.

Qualifications

• 10+ years in technical support or customer care operations
• 7+ years leading large, multi-regional teams (100+ staff)
• Experience in high-growth SaaS/Fintech environments
• Proven ability to hire, coach, and develop leaders at all levels
• Strong data analytics and dashboard interpretation skills
• Exceptional communication and executive-level influencing abilities

Responsibilities

• Define and execute the international support strategy aligned with growth objectives
• Lead and develop a diverse, high-performing international team across regions
• Own global KPIs (CSAT, NPS, response/resolution times, SLA compliance) and cost-per-case efficiency
• Design and optimize tiered support models, tooling, and automation (AI-assisted workflows, self-service)
• Engage with executives and senior stakeholders to ensure exceptional customer experiences
• Partner with Product, Engineering, Sales, and Customer Success to drive root-cause analysis and product feedback loops
• Promote a culture of accountability, empathy, inclusion, and continuous improvement

Skills

Strategic leadership

People leadership

Data-driven decision making

Executive presence

Change management

Communication & presence

Relationship building

Job description

Toast is seeking a dynamic Senior Director, International Customer Care to shape global care strategy and lead a growing multi-region team. You will set direction, scale operations across markets, and partner with product, engineering, and sales to deliver exceptional customer experiences.

You will build a culture of accountability, coach senior leaders, own KPIs like CSAT and NPS, and drive automation and AI-enabled workflows to improve efficiency.