# Manager II - Enterprise Customer Care

**Company**: Toast
**Location**: Omaha, NE
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $90,000-$144,000 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/toast/jobs/8279361?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9d407552-9a2

## Description

We are seeking a Manager II - Enterprise Customer Care to lead a team of agents in our Omaha, Nebraska office.

As a Customer Care Manager, you will actively manage a team of agents for the Enterprise campaign, overseeing their productivity and well-being.

Responsibilities:

- Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day

- Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support

- Train and develop members of the team on process, technical troubleshooting, and new product knowledge

- Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate

- Communicate and influence new ideas for improvement with a solutions-oriented mindset

- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

Requirements:

- 3+ years of experience performance managing and coaching

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

- Success operating independently and navigating competing priorities in a constantly changing environment

- Experience evaluating operational workflows involving both internal departments and external partners

- Experience solving complex customer issues with a sense of urgency and professionalism

- Exceptional written, verbal, and presentation skills

- High proficiency leveraging CRM, database, and system log tools

Nice to Haves:

- Experience working in the tech industry or for a SaaS company

Our total rewards package includes a base salary range of $90,000-$144,000 USD, cash compensation, equity, and benefits.

## Skills

### Required
- performance management
- coaching
- customer satisfaction
- operational workflows
- CRM
- database
- system log tools

### Nice to have
- tech industry
- SaaS company

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/toast/jobs/8279361?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)