# Senior Manager, Care Escalations

**Company**: Toast
**Location**: Boston, MA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $123,000-$197,000 USD
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/toast/jobs/8318198?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f4ed769a-800

## Description

The Senior Manager of Escalations, reporting to the Director of Escalations, will lead 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.

Responsibilities:

- Own the operating model and outcomes of 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

- Lead, coach, and develop a team of Escalations Managers , accountable for their performance, career growth, and the team's Toast competencies

- Oversee and act as the final decision maker on Toast's most complex and high visibility customer situations

- 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

Requirements:

- 7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi-team organization

- Track record building or scaling escalations, or executive-response functions in a high-growth SaaS or technology environment

- Experience communicating directly with, and influencing, senior/executive leadership on complex customer situations

- Analytical rigor: experience setting and reporting against SLAs, service metrics, and building root-cause frameworks

- Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing environment

- Cross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal to resolve complex technical customer issues

- Proven success leveraging AI to automate repetitive tasks for frontline personnel

Nice to Haves:

- Experience in the restaurant, hospitality, or vertical SaaS/fintech industry serving SMBs

- Experience with incident- or case-management tooling (e.g., Jira, Salesforce, Firehydrant)

- Experience managing other people managers within a 24/7 or multi-site support organization

The base salary range for this role is $123,000-$197,000 USD.

## Skills

### Required
- customer support
- customer success
- escalations
- technical troubleshooting
- leadership
- AI-powered tools

### Nice to have
- restaurant
- hospitality
- vertical SaaS/fintech
- incident- or case-management tooling
- Jira
- Salesforce
- Firehydrant

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/toast/jobs/8318198?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)