Senior Director, International Customer Care

WinsAbove; Dublin; Ibrido; EUR 134.000 - 214.000; Tempo pieno

Descrizione del lavoro

Toast is seeking a dynamic Senior Director, International Customer Care to shape global care strategy for our growing international customer base. You will build and lead a high-performing, multi-regional team and partner with Product, Engineering, Sales, and Customer Success to drive improvements.

We value data-driven leadership, executive presence, and a culture of accountability, empathy, and inclusion. The role offers a hybrid work model and exposure to international growth across regions.

Competenze

• 10+ years in technical support or customer care operations.
• 7+ years leading large, multi-regional teams (100+ staff).
• Experience in a high-growth SaaS/Fintech environment; IoT/hardware exposure preferred.
• Proven ability to hire, coach and develop leaders and teams.
• Strong data interpretation to drive process improvements and performance.
• Excellent communication and executive presence; capable of influencing at the C-level.

Mansioni

• Define and execute the international support strategy aligned with company growth objectives, regional customer expectations, and product complexity.
• Lead, inspire, and develop a diverse, high-performing international team with succession planning.
• Own and continuously improve global KPIs (CSAT, NPS, response/resolution times, SLA) and cost-per-case efficiency.
• Design and optimize tiered support models, coverage structures, and escalation frameworks; implement AI-assisted workflows and knowledge bases.
• Serve as senior escalation point for strategic international accounts and engage with senior customer stakeholders.
• Collaborate with Product, Engineering, Sales, and Customer Success to drive root-cause analysis and product improvements.
• Cultivate a culture of accountability, empathy, inclusion, and continuous improvement across regions.

Conoscenze

Strategic leadership

Executive presence

People leadership

Data-driven decisions

Stakeholder management

Communication

Change agent

Relationship building

Descrizione del lavoro

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

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring

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].

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