Senior Director, International Customer Care

Toast, Inc.; Dublin; On-site; EUR 134,000 - 214,000; Full time

Job summary

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

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 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.

Responsibilities

• 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.

Skills

Strategic leadership

People leadership

Data-driven mindset

Executive presence

Cross-functional collaboration

Communication skills

Relationship building

Change agent

Tools

AI automation tools

Job description

We are seeking a dynamic, operational leader to join our Care leadership team as the Senior Director, International Customer Care. In this role, you will shape the long-term, global care strategy for our rapidly expanding international customer base.

We are looking for a humble, empathetic, and data-driven people leader who encompasses Toast’s Values and has deep experience building and leading large teams in a fast-paced customer success/support environment. The ideal candidate will have the executive presence to implement a clear vision, drive continuous process improvements, and inspire a high-performing international organization. If you are passionate about customer advocacy, operational rigor, and leading teams through international growth, read on!

A day in the life (Responsibilities)

• Strategic Leadership: Define and execute the international support strategy aligned with company growth objectives, regional customer expectations, and product complexity.
• Team Scaling & Development: Lead, inspire, and develop a diverse, high-performing international team. Actively recruit and build a strong talent pipeline, while providing mentorship to subordinate leaders to maintain a robust culture of career development and succession planning.
• Operational Excellence: Own and continuously improve global KPIs, including CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency across international markets.
• Process & Tool Optimization: Design and optimize tiered support models, coverage structures, and escalation frameworks. Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support effectively.
• Executive Engagement: Serve as the senior point of escalation for strategic international accounts. Build trusted, transparent relationships with senior customer stakeholders and work directly with customers when needed to ensure an exceptional experience.
• Cross-Functional Collaboration: Partner with Product, Engineering, Sales, and Customer Success to drive root-cause analysis, product quality improvements, and create internal feedback loops that amplify the international customer voice to influence product roadmaps.
• Culture Ambassador: Cultivate a culture of accountability, empathy, inclusion, and continuous improvement. Be a champion for Toast culture, ensuring a trusting, collaborative, and fun environment across regions.

What you'll need to thrive (Requirements)

• Experience: 10+ years in technical support or customer care operations, with 7+ years leading large, multi-regional teams (100+ staff) in a fast-paced, high-growth environment.
• Leadership: Proven experience as a people leader hiring coaching developing high performing teams and leaders at all levels. Strong culture carrier linking company strategy to the team execution.
• Industry Domain: Experience in a high-growth SaaS, Fintech, and/or SaaS + hardware environment (IoT, connected devices, or restaurant/retail tech strongly preferred).
• Scaling Track Record: Proven success scaling support operations during periods of rapid growth.
• Data-Driven Mindset: Expert in interpreting dashboards, metrics, and analytics to make strategic decisions, drive process optimization, and improve performance.
• Change Agent: A true leader who anticipates future opportunities and challenges, with a proven ability to push through new ways of thinking and navigate conflicting views across multiple levels of the organization.
• Communication & Presence: Exceptional communication, presentation, and executive presence; proven ability to influence at the C-level both internally and externally with customers.
• Relationship Builder: Respected and trusted leader with a reputation for building rapid rapport, fostering collaboration, and driving simplicity and speed in execution.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range: €134.000—€214.000 EUR

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [e-mail].

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.