Senior Manager of Care Escalations

Toast; United States; Hybrid; USD 170,000 - 210,000; Full time

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.

Skills

Leadership

Executive communication

People management

Cross-functional collaboration

AI in operations

KPI management

Root-cause analysis

Tools

Jira

Salesforce

Firehydrant

Job description

• The 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
• 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

Benefits

• Peer and company recognition programs
• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Subsidized backup childcare
• Mental Health Benefits

Experience in the restaurant, hospitality, or vertical SaaS/fintech industry serving SMBs7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi-team organizationDemonstrated ability to lead through ambiguity and competing priorities in a fast-changing environmentExperience communicating directly with, and influencing, senior/executive leadership on complex customer situationsCross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal to resolve our most complex technical customer issuesExperience with incident- or case-management tooling (e.g., Jira, Salesforce, Firehydrant)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 resultsAnalytical rigor: experience setting and reporting against SLAs, service metrics, and building root-cause frameworksTrack record building or scaling escalations, or executive-response functions in a high-growth SaaS or technology environmentExperience managing other people managers within a 24/7 or multi-site support organization