Senior Manager, Escalations & Global Support

Toast; United States; Hybrid; USD 142,000 - 227,000; Full time

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 resolve complex customer issues and drive systemic fixes.

You will coach a team of Escalations Managers, set thresholds, and ensure executive-facing accountability. This role focuses on scalable frameworks and continuous improvement across a fast-growing SaaS environment.

Qualifications

• 7+ years of experience in customer support, customer success, or escalations (executive or technical).
• 3+ years managing managers or a multi-team organization.

Responsibilities

• Own the operating model and outcomes of the Escalations function across Care, Success and org.
• Accountable for KPIs and quality resolutions through troubleshooting and partnerships with Toast teams.
• Lead, coach, and develop Escalations Managers for performance and growth.
• Oversee final decisions on complex, high-visibility customer situations, including executives.
• Define and evolve servicing frameworks to scale with Toast's global customer base.
• Lead continuous improvement through RCA intake processing and escalation insights.
• Identify, pilot, and scale AI-powered tools for triage, summaries, and root-cause analysis.

Skills

Escalations leadership

SaaS experience

Executive communication

KPI/SLAs

AI tooling for support

Cross-functional collaboration

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 resolve complex customer issues and drive systemic fixes.

You will coach a team of Escalations Managers, set thresholds, and ensure executive-facing accountability. This role focuses on scalable frameworks and continuous improvement across a fast-growing SaaS environment.