Global Director, International Customer Care

Toast; Ireland; In loco; EUR 150.000 - 185.000; Tempo pieno

Descrizione del lavoro

Toast is seeking a Senior Director, International Customer Care to shape global support strategy and lead a rapidly expanding international customer base from Ireland. You will partner with Product, Engineering, Sales, and Customer Success to drive improvements and organizational health.

We value humility, empathy, and data‑driven leadership, with a track record building large teams and delivering measurable outcomes in a fast‑paced SaaS environment.

Competenze

• 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.
• Strong executive presence and stakeholder management.
• Humility, empathy, and data‑driven leadership aligned with Toast values.

Mansioni

• Define and execute the international support strategy aligned with growth objectives.
• Lead, inspire, and develop a diverse international team across regions.
• Own global KPIs such as CSAT, NPS, response and resolution times, and cost per case.
• Design tiered support models, escalation frameworks, and automation to scale.
• Engage with senior customers and collaborate with Product, Engineering, Sales, and CS.
• Foster a culture of accountability, inclusion, and continuous improvement.

Conoscenze

Executive leadership

Data‑driven decision making

People leadership

Customer care operations

Strategic planning

Strumenti

AI‑assisted workflows

Self‑service knowledge base

Dashboards & analytics

Descrizione del lavoro

Toast is seeking a Senior Director, International Customer Care to shape global support strategy and lead a rapidly expanding international customer base from Ireland. You will partner with Product, Engineering, Sales, and Customer Success to drive improvements and organizational health.

We value humility, empathy, and data‑driven leadership, with a track record building large teams and delivering measurable outcomes in a fast‑paced SaaS environment.