Hybrid Omaha Senior Escalations Leader - SaaS

Toast Tab, Inc.; Omaha (NE); On-site; USD 111,000 - 178,000; Full time

Job summary

Toast Tab, Inc. is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices, delivering operating frameworks and outcomes and collaborating with Customer Success, Care, Product, Engineering and Legal to resolve high-visibility issues.

The role requires 7+ years in customer support or escalations, including managing managers, and a proven ability to scale escalation functions in a SaaS environment.

Qualifications

• Must be located in the Omaha, NE area.
• 7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi-team organization.
• Experience scaling escalations in a high-growth SaaS or technology environment.
• Experience communicating directly with, and influencing, senior/executive leadership on complex customer situations.
• Analytical rigor: experience setting and reporting against SLAs, service metrics, and building root-cause frameworks.
• Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing environment.
• Cross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal to resolve complex technical customer issues.
• Proven experience leveraging AI to automate repetitive tasks for frontline personnel, shifting focus to high-impact resolutions.

Responsibilities

• Own the operating model and outcomes of the Escalations function, partnering across Customer Care, Customer Success and the organization to reduce time-to-resolution and prevent recurring issues.
• Accountable for the KPIs for this team with emphasis on driving quality resolution, through technical troubleshooting and direct partnership with Toast Teams.
• Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's Toast competencies.
• Oversee and act as the final decision maker on Toast’s most complex and high visibility customer situations, including those raised to Senior Leadership or top-tier customers.
• Define and evolve the team’s servicing frameworks that scale with Toast's growing global customer base.
• Lead the front of the Continuous improvement funnel through RCA intake processing using team escalation insights.
• Identify, pilot, and scale AI-powered tools within the Escalations organization — e.g., AI-assisted triage, case summarization, and root-cause/pattern detection.

Skills

Executive communication

Cross-functional leadership

Analytical rigor

AI tooling adoption

Tools

Jira

Salesforce

FireHydrant

Job description

Toast Tab, Inc. is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices, delivering operating frameworks and outcomes and collaborating with Customer Success, Care, Product, Engineering and Legal to resolve high-visibility issues.

The role requires 7+ years in customer support or escalations, including managing managers, and a proven ability to scale escalation functions in a SaaS environment.