Manager II - Enterprise Customer Care

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

Job summary

Toast, Inc. in Omaha, NE is seeking a Customer Care Manager to lead our Enterprise support team from the Omaha office. You will oversee daily operations, coach agents, and partner with cross-functional teams to ensure high-quality customer experiences.

The role requires weekend availability, in-office presence two days a week, and scheduling that may include evenings. You will guide performance, manage attendance, and drive process improvements across the customer care journey.

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.
• Proven ability to lead teams through organizational changes in fast-paced environments.
• Experience documenting and driving adoption of new operational workflows across teams.
• 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, technical troubleshooting, and product knowledge.
• Maintain open communication with agents regarding concerns and ideas.
• Communicate and influence improvements with a solutions-oriented mindset.
• Assist agents with challenging contacts and facilitate escalations via Supervisor Calls.

Skills

Team leadership

Customer experience

Cross-functional collaboration

CRM tooling

Tools

Salesforce

Jira

Splunk

Hex

Looker

Job description

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week. Hours: The position requires weekend availability and will have working hours between 1:00 PM and 9:00 PM CST. The specific schedule will be assigned at the time of hire.

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

As a Customer Care Manager, you will actively manage a team of agents for the Enterprise campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast Enterprise issues throughout the care experience, while working with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding 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 customer interactions, and excel in ambiguous environments.

What you'll do (Responsibilities)

• Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process 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 customer contacts and facilitate Supervisor Calls through escalations

What you'll need to thrive (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 with proven experience leading teams through organizational shifts, structural transitions, and rapid process evolutions within a fast-paced, fluid environment.
• Success working cross-functionally to architect, document, and drive organization-wide adoption of new operational workflows.
• Experience evaluating operational workflows involving both internal departments and external partners, collaborating across groups to eliminate friction and optimize performance.
• Experience solving complex customer issues with a sense of urgency and professionalism
• Exceptional written, verbal, and presentation skills, with an ability to effectively communicate technical status updates to corporate and executive stakeholders
• High proficiency leveraging CRM, database, and system log tools—for example, Salesforce, Jira, Splunk, Hex, and Looker—to extract operational metrics and identify trends.
• Open to schedules that will include weekends, holidays and nights

What will help you stand out (Non-essential Skills/Nice to Haves)

• Experience working in the tech industry or for a SaaS company

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

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.

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.

Apply today!

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].

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.