Senior Manager, Global Care Escalations (Remote)

Toast

United States

Hybrid

USD 170,000 - 210,000

Full time

2 days ago

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Benefits offered by this job

Unlimited Vacation

Sabbatical after five years

Professional Development Reimbursement

Wellness Stipend

401(k) and matching

Medical, Dental, Vision Coverage

Backup childcare

Job summary

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices, guiding Escalations Managers and Care Escalations Advisors. The role partners with Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fixes.

The candidate will own the operating model and KPIs, drive quality resolutions through technical troubleshooting, and coach a high-performing team.

Qualifications

7+ years in customer support, customer success, or escalations (executive or technical), with 3+ years managing managers.
Experience leading in fast-changing environments with ambiguity.
Experience with incident- or case-management tooling (e.g., Jira, Salesforce, Firehydrant).

Responsibilities

Lead the Escalations organization across multiple offices (Boston, Omaha, and remote) and coach Escalations Managers and Care Escalations Advisors.
Own operating model and KPIs for the Escalations function, partnering to reduce time-to-resolution and prevent recurring issues.
Drive quality resolutions through technical troubleshooting and direct partnership with Toast teams; produce weekly/monthly insights.
Define servicing frameworks and scale across a global customer base; lead AI-powered tooling pilots for triage and root-cause analysis.