Manager II, Customer Care - Guest

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

Job summary

Toast is seeking a Manager II, Customer Care - Guest in Omaha, NE. You will lead a team of 10-15 agents, coaching attendance, performance, and guest experience in a hybrid office setting.

You will partner with Workforce Management, product, and digital ordering to create guidelines, train staff, and resolve escalated issues while supporting a high-quality guest experience across channels.

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.
• Ability to operate independently and manage competing priorities in a changing environment.
• Experience solving complex customer issues with urgency and professionalism.

Responsibilities

• Manage and coach a team of 10-15 agents while monitoring attendance and schedule adherence.
• Provide coaching and feedback through QA and one-on-one sessions to improve effectiveness.
• Train and develop team members on process, troubleshooting, and product knowledge.
• Maintain open communication with agents and relay concerns as appropriate.
• Communicate and influence improvements with a solutions-oriented mindset.
• Assist agents with challenging guest contacts and escalate tickets.
• Collaborate with guest leadership, operations, and product teams to scale the guest support function.
• Assist with relationships with BPO partners.

Skills

Coaching

Performance management

Team leadership

Customer care

Tools

Intercom

Job description

Manager II, Customer Care - Guest

This role will be hybrid to the Omaha office. The schedule is Tuesday-Saturday approx. 9a-6p CST. However, the role requires a certain amount of flexibility for days/hours.

As a Customer Care Manager, you will actively manage a team of agents for the guest support team. You are responsible for the productivity and well-being of the members of the Customer Care Team - Guest in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the restaurant guest experience while working with cross-functional Internal teams such as Workforce Management, guest product, and digital ordering channels to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality interactions, and excel in ambiguous environments.

About this roll* (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

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Experience solving complex customer issues with a sense of urgency and professionalism

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience with Intercom
• Experience managing a team that primarily relies on written communication (email and chat)
• Experience working in the tech industry or for a SaaS company
• Experiencing managing hybrid agents (in-office + work from home)
• Open to schedules that may include weekends, holidays and nights

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Pay Range

$90,000—$144,000 USD

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [e-mail].

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