Retail Care Lead - Build & Coach a High-Impact Team

Toast Tab, Inc.; Omaha (NE); Hybrid; USD 69,000 - 110,000; Full time

Job summary

Toast Tab, Inc. is seeking a founding Manager I, Customer Care - Retail to lead a team of 10–12 Retail Care agents in Omaha, NE. You will coach staff, monitor KPIs, and partner with care leadership to tailor a retail customer experience that drives satisfaction.

As a founding team member, you will collaborate on process improvements, product knowledge expansion, and innovative customer engagement while guiding the team through changing priorities in a SaaS retail environment.

Qualifications

• 3+ years in performance managing and coaching (e.g., Team Lead or Manager).
• 4+ years in roles focused on customer satisfaction and customer experience.

Responsibilities

• Educate, manage, train, coach and mentor a team of 10-12 Retail Care agents.
• Regularly evaluate employee performance and ensure accountability while monitoring KPIs such as productivity, resolution times, and CSATs.
• Provide coaching and feedback to all agents through 1:1 sessions to improve the support model.
• Drive process improvement and innovation through communication and problem-solving.
• Analyze data, conduct reviews, and implement project management to optimize customer care experience.
• Train and develop members on process, technical troubleshooting, and new product knowledge; monitor workflow efficiency for trends.
• Maintain open communication with agents regarding concerns and ideas, relaying to others as appropriate.
• Communicate and influence new ideas for improvement with a solutions-oriented mindset.

Skills

Team leadership

Coaching

Project management

Communication

Google Suite

Tools

Google Suite

Job description

Toast Tab, Inc. is seeking a founding Manager I, Customer Care - Retail to lead a team of 10–12 Retail Care agents in Omaha, NE. You will coach staff, monitor KPIs, and partner with care leadership to tailor a retail customer experience that drives satisfaction.

As a founding team member, you will collaborate on process improvements, product knowledge expansion, and innovative customer engagement while guiding the team through changing priorities in a SaaS retail environment.