# Manager II, Customer Care Tax

**Company**: Toast
**Location**: Remote
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $115,000-$184,000 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/toast/jobs/8279381?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3a05e540-f58

## Description

As a Customer Care Tax Manager at Toast, you will actively manage a team of agents for the Payroll Tax campaign.

You are responsible for the productivity and well-being of the Customer Care Tax Team, improving customer experience through department-level KPIs and OKRs, and overseeing the customer journey for those experiencing Toast Payroll Tax issues.

Key responsibilities include:

- Educating, managing, training, coaching, and mentoring a team of 10-12 Care Tax Experts

- Evaluating employee performance, ensuring accountability, and monitoring customer outcomes and agent key performance indicators

- Providing coaching and feedback to agents through the Quality Assurance process or one-on-one sessions

- Training and developing team members on processes, technical troubleshooting, and new product knowledge

- Maintaining open communication with agents and relaying concerns and ideas to others

- Communicating and influencing new ideas for improvement with a solutions-oriented mindset

- Assisting agents with challenging customer contacts and facilitating Supervisor Calls through escalations

- Ensuring Service Level Agreements (SLA) for tax-related cases are met

- Providing subject matter expertise related to payroll and tax filing

- Providing Payroll analytics and reporting to management

- Staying up-to-date with Federal, State, and Local regulatory changes and developing internal and external communications

Requirements:

- 2+ years of experience in the Payroll/Tax field or closely related role

- 3+ years of experience in performance managing and coaching as a people leader

- 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience

- Demonstrated strong communication, interpersonal, and analytical skills

- Experience working with escalated customers

- Proficient with filing original and amended payroll tax returns

- Experience working with tax authorities and understanding the tax notice/resolution process end-to-end

- Solution-oriented with proven ability to drive results

- Experience working for a Payroll Service Provider

- Proficient in Microsoft Excel

Nice to haves:

- Experience with MasterTax

- FPC or CPP Certification

We offer a competitive compensation and benefits program, including:

- Base salary range: $115,000-$184,000 USD (Zone A), $100,000-$160,000 USD (Zone B), $90,000-$144,000 USD (Zone C)

- Cash compensation (overtime, bonus/commissions if eligible)

- Equity

- Benefits

Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

## Skills

### Required
- Payroll
- Tax
- Customer Service
- Microsoft Excel
- Leadership
- Communication
- Analytical skills

### Nice to have
- MasterTax
- FPC or CPP Certification

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/toast/jobs/8279381?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)