Hybrid Enterprise Customer Care Manager — Lead & Coach

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

Benefits offered by this job

Hybrid work model

Job summary

Toast is seeking a Customer Care Manager to lead a team of agents in our Omaha, NE office. You will oversee the care experience for Enterprise issues, coaching the team and coordinating with Restaurant Success, Sales, and Onboarding to improve processes.

The role requires 3+ years of leadership in customer care, 4+ years in customer-satisfaction roles, and the ability to operate in a fast-paced, evolving environment. Weekend availability is essential, with in-office work two days per week.

Qualifications

• 3+ years of experience in performance managing and coaching (Team Lead or Manager).
• 4+ years in roles responsible for customer satisfaction and championing the customer experience.
• Ability to navigate changing environments and lead teams through transitions.
• Experience driving organization-wide adoption of new operational workflows.
• 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, troubleshooting, and product knowledge.
• Maintain open communication with agents and relay concerns to others as appropriate.
• Communicate and influence new ideas for improvement with a solutions-oriented mindset.
• Assist agents with challenging contacts and facilitate Supervisor Calls through escalations.

Skills

Team leadership

Performance coaching

Customer care

Cross-functional collaboration

Weekend availability

Tools

Salesforce

Jira

Splunk

Hex

Looker

Job description

Toast is seeking a Customer Care Manager to lead a team of agents in our Omaha, NE office. You will oversee the care experience for Enterprise issues, coaching the team and coordinating with Restaurant Success, Sales, and Onboarding to improve processes.

The role requires 3+ years of leadership in customer care, 4+ years in customer-satisfaction roles, and the ability to operate in a fast-paced, evolving environment. Weekend availability is essential, with in-office work two days per week.