Description
We are seeking a Senior Manager, Customer Care to lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
Responsibilities:
- Lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
- Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs, so complex technical issues are resolved efficiently and consistently.
- Act as the face of the Care business to functional leaders across Toast. Bring customer insights and operational data to those leaders to influence and improve processes and policies.
- Align customer service standards, activities and initiatives across LOBs so they support and improve performance against organizational objectives.
- Make sure the right systems are in place and in use. Report service metrics, including customer feedback and trends, to senior leadership.
- Create, communicate and follow through on action plans.
- Partner with departments across Toast to drive the highest levels of customer success throughout the post-live customer journey.
- Keep finding new and better ways to delight customers.
- Build team engagement, professional development opportunities, product training and change leadership as responsibilities evolve.
- Implement and improve the reports, workflows, dashboards, email templates and other tools the team uses to communicate.
- Handle customer issues escalated directly from the Senior Leadership Team.
- Manage the use of Salesforce.com, NetSuite and all related applications.
Requirements:
- A minimum three-year degree in any discipline
- 15+ years of overall experience, including significant time in Customer Success, Technical Support or SaaS-based roles
- 8+ years of people management experience, including leading managers and managing large teams across multiple LOBs
- Excellent communication, interpersonal and writing skills, with executive presence
- Proven experience managing technical support operations at scale
- A track record of acting as the business voice to functional leaders and influencing cross-functional process and policy changes
- Experience leading large cross-functional initiatives with other departments
- Love for developing people in a high-growth environment
- Enthusiasm for technology and demonstrated technical aptitude
- Strong project management skills and the ability to multitask
- Creative, analytical and execution-oriented
- Ability to operate both strategically and tactically
- Restaurant, SaaS or FinTech experience is a plus