Enterprise Customer Care Manager (Hybrid, Weekend)

Toast, Inc.; Omaha (NE); On-site; USD 90,000 - 144,000; Full time

Job summary

Toast, Inc. in Omaha, NE is seeking a Customer Care Manager to lead our Enterprise support team from the Omaha office. You will oversee daily operations, coach agents, and partner with cross-functional teams to ensure high-quality customer experiences.

The role requires weekend availability, in-office presence two days a week, and scheduling that may include evenings. You will guide performance, manage attendance, and drive process improvements across the customer care journey.

Qualifications

• 3+ years of experience performance managing and coaching, e.g. Team Lead or Manager.
• 4+ years in roles responsible for customer satisfaction and championing the customer experience.
• Proven ability to lead teams through organizational changes in fast-paced environments.
• Experience documenting and driving adoption of new operational workflows across teams.
• Experience solving complex customer issues with urgency and professionalism.

Responsibilities

• Manage and coach a team of agents while monitoring attendance and schedule adherence.
• Provide coaching and feedback through QA processes or One-on-One sessions to improve effectiveness.
• Train and develop team on process, technical troubleshooting, and product knowledge.
• Maintain open communication with agents regarding concerns and ideas.
• Communicate and influence improvements with a solutions-oriented mindset.
• Assist agents with challenging contacts and facilitate escalations via Supervisor Calls.

Skills

Team leadership

Customer experience

Cross-functional collaboration

CRM tooling

Tools

Salesforce

Jira

Splunk

Hex

Looker

Job description

Toast, Inc. in Omaha, NE is seeking a Customer Care Manager to lead our Enterprise support team from the Omaha office. You will oversee daily operations, coach agents, and partner with cross-functional teams to ensure high-quality customer experiences.

The role requires weekend availability, in-office presence two days a week, and scheduling that may include evenings. You will guide performance, manage attendance, and drive process improvements across the customer care journey.