Senior Manager, Escalations & Global Support

OpenKrill; United States; Hybrid; USD 111,000 - 227,000; Full time

Benefits offered by this job

Hybrid work model

Competitive total rewards

Job summary

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will partner with Customer Success, Care, Product, Engineering and Legal to close the loop from individual cases to systemic fixes, setting thresholds and driving high-visibility outcomes.

You will build a scalable servicing framework, coach managers, and guide the team through complex customer situations.

Qualifications

• 7+ years in customer support, success, or escalations (executive or technical)
• 3+ years managing managers or multi-team organizations
• Experience communicating with senior/executive leadership on complex customer issues

Responsibilities

• Own the escalations operating model and outcomes across Care, Success, and related teams
• Manage KPIs; drive quality resolution and RCA-based insights
• Coach and develop Escalations Managers; foster culture and change leadership
• Act as final decision maker on high-visibility customer situations and set escalation thresholds
• Define and evolve servicing frameworks to scale with a growing global base
• Drive continuous improvement through RCA intake and escalation insights
• Pilot and scale AI-powered tools for triage, summarization, and root-cause detection

Skills

Escalations management

Executive communication

Leadership

Analytics & KPI tracking

Tools

Jira

Salesforce

FireHydrant

Job description

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will partner with Customer Success, Care, Product, Engineering and Legal to close the loop from individual cases to systemic fixes, setting thresholds and driving high-visibility outcomes.

You will build a scalable servicing framework, coach managers, and guide the team through complex customer situations.