Hybrid Customer Care Manager - Elevate Guest Experience

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

Job summary

Toast is seeking a Customer Care Manager in our Omaha, Nebraska office. This hybrid role leads a 10-15 person guest support team, focusing on productivity, well-being, and delivering high-quality guest interactions.

You will partner with Workforce Management, product, and digital ordering to shape guidelines, coach agents, and resolve complex guest issues. Flexibility in days/hours is required, including weekend coverage.

Qualifications

• 3+ years of performance management and coaching as a Team Lead or Manager.
• 4+ years in roles focused on customer satisfaction and championing the customer experience.
• Ability to work independently and manage competing priorities in a fast-changing environment.
• Experience solving complex issues with urgency and professionalism.

Responsibilities

• Coach and manage a team of 10-15 agents, monitoring attendance and schedule adherence.
• Provide feedback through QA processes and one-on-one sessions to improve effectiveness.
• Train team on processes, troubleshooting, and product knowledge.
• Maintain open communication with agents regarding concerns and ideas, relaying to leadership.
• Collaborate with guest, operations, and product teams to scale the guest support function.

Skills

Team Leadership

Coaching

Customer Experience

Performance Management

Tools

Intercom

Job description

Toast is seeking a Customer Care Manager in our Omaha, Nebraska office. This hybrid role leads a 10-15 person guest support team, focusing on productivity, well-being, and delivering high-quality guest interactions.

You will partner with Workforce Management, product, and digital ordering to shape guidelines, coach agents, and resolve complex guest issues. Flexibility in days/hours is required, including weekend coverage.