Manager II, Care Account Operations - Remote

About the Role

We are seeking a Manager II, Care Account Operations - Remote to join our dynamic team at Toast. In this role, you will lead a team dedicated to enhancing customer success in the restaurant industry. As a Manager II, Care Account Operations - Remote, you will play a pivotal role in driving operational excellence and ensuring our customers receive the best possible support.

What You'll Do

• Manage and develop a team of 10–12 Account Operations Advisors, ensuring high performance against core metrics such as SLA, CSAT, productivity, and schedule adherence.
• Participate in the hiring, interviewing, and training of new agents to build a strong, capable team.
• Act as the final point of internal escalation for complex customer issues, providing expert guidance and support.
• Support your team in navigating customer interactions across phone, chat, and email, ensuring a seamless experience.
• Lead operational projects, including the design of Standard Operating Procedures (SOPs) and efficiency programs to enhance team performance.
• Serve as a primary contact for internal partners on operational initiatives, fostering collaboration and communication.
• Translate operational data into actionable narratives that inform team strategy and decision-making.
• Continuously seek opportunities to improve team workflows and culture, promoting a positive and productive work environment.

Requirements

• 5+ years of experience in customer support, with a strong understanding of the industry.
• 2+ years of experience in leading and managing teams, demonstrating effective leadership skills.
• Excellent communication and conflict resolution skills, with the ability to handle challenging situations with professionalism.
• Proven track record of driving operational improvement projects that enhance efficiency and customer satisfaction.
• Strong data literacy to inform team strategy and decision-making, utilizing data to drive results.
• A relentless problem-solver with a bias toward action, capable of navigating complex challenges.

Nice to Have

• Experience with AI tools and technologies that enhance productivity and customer engagement.
• Familiarity with the restaurant industry and its unique challenges.
• Previous experience in a remote work environment, demonstrating adaptability and self-motivation.

What We Offer

• Competitive compensation and benefits programs that recognize your contributions.
• Flexibility to meet changing needs, ensuring a healthy work-life balance.
• Access to AI tools for enhanced productivity, empowering you to work smarter.
• An inclusive and diverse work culture that values every team member.
• Opportunities for career growth and development, supporting your professional journey.