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.