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.