Senior Manager, Care Escalations

Toast, Inc.; Boston (MA); Hybrid; USD 123,000 - 197,000; Full time

Job summary

Toast, Inc. is seeking a Senior Manager of Escalations to lead Toast's Escalations organization across Boston, Omaha, and remote offices. The role partners with Customer Success, Care, Product, Engineering and Legal to resolve complex customer issues and drive systemic fixes.

The candidate will define operating frameworks, manage KPIs, and coach a team of Escalations Managers, acting as final decision-maker on high-visibility cases while scaling services for a growing global customer base.

Qualifications

• 7+ years of experience in customer support, success, or escalations including 3+ years managing managers or multiple teams.
• Experience scaling escalations or executive-response functions in a high-growth SaaS/tech environment.
• Experience communicating with senior/executive leadership on complex customer situations.
• Ability to set and report against SLAs, metrics, and root-cause frameworks.

Responsibilities

• Own the operating model and outcomes of the Escalations function across teams, reducing time-to-resolution.
• Accountable for KPIs and quality resolution through technical troubleshooting and cross-team partnership.
• Coach and develop Escalations Managers; drive culture and change within the team.
• Oversee final decisions on complex/high-visibility customer situations and set escalation standards.
• Define and evolve servicing frameworks to scale with Toast's global customer base.
• Lead RCA intake processing and use escalation insights for continuous improvement.
• Identify, pilot, and scale AI-powered tools for triage, summarization, and root-cause detection.

Skills

Escalations leadership

Executive communication

Cross-functional leadership

AI tooling

SLA management

Tools

Jira

Salesforce

FireHydrant

Job description

A day in the life

Senior Manager of Escalations, reporting to the Director of Escalations, will lead the Toast's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors. This role delivers the operating frameworks, resolution and quality outcomes and executive-facing accountability for how Toast handles its most complex and highest‑visibility customer issues, and partners across Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fix.

What you'll do (Responsibilities)

• Own the operating model and outcomes of the Toast's 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. Responsible for the weekly and monthly business review insights
• Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's Toast competencies. Be the culture and change champion of the team
• 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. This leader will set the escalation thresholds and judgment standards the team applies, and will represent Toast directly to both executive and customer leadership
• 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

What you'll need to thrive (Requirements)

• 7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi‑team organization
• Track record building or scaling escalations, or executive‑response functions 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 our most complex technical customer issues
• Proven success leveraging AI to automate repetitive tasks for frontline personnel, shifting operational focus toward high‑impact customer resolutions while providing metrics‑based proof of improved productivity and service results

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

• Experience in the restaurant, hospitality, or vertical SaaS/fintech industry serving SMBs
• Experience with incident‑or case‑management tooling (e.g., Jira, Salesforce, Firehydrant)
• Experience managing other people managers within a 24/7 or multi‑site support organization

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

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.

$123,000—$197,000 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].

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.