Global Head of International Customer Care

Toast, Inc.; Dublin; Hybrid; EUR 134.000 - 214.000; Vollzeit

Zusammenfassung

Toast is seeking a Senior Director, International Customer Care to design and lead our global care strategy, shaping how we support international customers at scale and partnering with Product, Engineering, and Sales to elevate service quality and outcomes. You will build and mentor a large, multi-regional team, drive key metrics like CSAT and NPS, and implement AI-assisted workflows and self-service.

This role blends strategic thinking with hands-on leadership and executive presence across

Qualifikationen

• 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 track record scaling support during rapid growth.
• Data-driven mindset with dashboards and analytics.
• Change-agent who drives new approaches across leadership levels.
• Excellent communication and executive presence.

Aufgaben

• Define and execute the international support strategy aligned with growth objectives and product complexity.
• Lead, inspire, and develop a diverse, high-performing international team; recruit and mentor leaders.
• Own and improve global KPIs: CSAT, NPS, response times, SLA compliance, cost per case.
• Design tiered support models; implement AI-assisted workflows and self-service tooling.
• Act as senior escalation point for strategic international accounts and engage with customers.
• Collaborate with Product, Engineering, Sales to drive root-cause analysis and product improvements.
• Foster accountability, empathy, inclusion, and a culture of continuous improvement.

Kenntnisse

Strategic leadership

People leadership

Data-driven mindset

Executive presence

Cross-functional collaboration

Communication skills

Relationship building

Change agent

Tools

AI automation tools

Jobbeschreibung

Toast is seeking a Senior Director, International Customer Care to design and lead our global care strategy, shaping how we support international customers at scale and partnering with Product, Engineering, and Sales to elevate service quality and outcomes. You will build and mentor a large, multi-regional team, drive key metrics like CSAT and NPS, and implement AI-assisted workflows and self-service.

This role blends strategic thinking with hands-on leadership and executive presence across