Guest Care Team Lead - Manager II (Hybrid)

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

Job summary

Toast Tab, Inc. in Omaha, Nebraska is seeking a Manager II, Customer Care - Guest to lead the guest support team in our Omaha office with a hybrid work model and a Tue–Sat schedule from 9:00 a.m. to 6:00 p.m.

CST, while maintaining flexibility for hours. You will oversee the guest experience and partner with Workforce Management, product, and digital ordering to craft effective guidelines. The role requires coaching a team to deliver high-quality interactions, managing attendance and escalation,

Qualifications

• 3+ years of experience managing and coaching, e.g., a Team Lead or Manager.
• 4+ years of experience in customer satisfaction / championing the customer experience.
• Experience solving complex customer issues with a sense of urgency and professionalism.

Responsibilities

• Manage and coach a team of 10-15 agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process and/or through One on One sessions to improve their effectiveness for Customer Support
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions-oriented mindset
• Assist agents with challenging guest contacts and handle escalated tickets
• Work with the guest leadership, operations, and product teams to effectively grow and scale the guest support function
• Assist with our relationship with our BPO partners

Job description

Toast Tab, Inc. in Omaha, Nebraska is seeking a Manager II, Customer Care - Guest to lead the guest support team in our Omaha office with a hybrid work model and a Tue–Sat schedule from 9:00 a.m. to 6:00 p.m.

CST, while maintaining flexibility for hours. You will oversee the guest experience and partner with Workforce Management, product, and digital ordering to craft effective guidelines. The role requires coaching a team to deliver high-quality interactions, managing attendance and escalation,