Toast
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Manager II, Care Account Operations
role at
Toast
Start Date 01/26
Location Omaha, NE or Boston, MA. You will be expected to be in office 2 days a week.
About this role (Responsibilities)
Manage and develop a team of 10–12 operations advisors, focusing on individual career development, coaching, and skill enhancement.
Own team performance against core metrics like Service Level Agreement (SLA), productivity, and schedule adherence.
Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team.
Lead or significantly contribute to high-impact team projects aimed at improving efficiency, enhancing quality, and streamlining operations.
Drive quality assurance (QA) and training projects, ensuring process documentation (SOPs) and training materials are up-to-date and effective.
Serve as a primary point of contact for internal partners (e.g., Product, Finance, Marketing) on initiatives requiring operational support or procedural change.
Act as the final point of internal escalation for complex, high-priority customer issues that require managerial intervention or exception handling.
Translate complex operational data (e.g., SLA, TTR, AHT trends) into clear, actionable narratives to drive strategic decision-making and influence roadmaps across cross‑functional teams.
Do you have the right ingredients? (Requirements)
5+ years in customer support
2+ years experience in leading & managing teams
Excellent communication and conflict resolution skills, particularly in handling escalated customer and internal stakeholder issues.
Proven track record of driving operational improvement projects (e.g., SOP creation, quality scoring, efficiency programs).
Demonstrated ability to use data (SLA, AHT, Adherence, etc) to manage performance and identify coaching opportunities.
Special Sauce (Non-essential Skills/Nice to Haves)
Restaurant, SaaS or FinTech experience is a plus.
Our Spread of Total Rewards We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Pay Range $95,000—$104,000 USD
Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Customer Service
Industries Software Development, Technology, Information and Internet, and IT Services and IT Consulting
#J-18808-Ljbffr
Manager II, Care Account Operations
role at
Toast
Start Date 01/26
Location Omaha, NE or Boston, MA. You will be expected to be in office 2 days a week.
About this role (Responsibilities)
Manage and develop a team of 10–12 operations advisors, focusing on individual career development, coaching, and skill enhancement.
Own team performance against core metrics like Service Level Agreement (SLA), productivity, and schedule adherence.
Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team.
Lead or significantly contribute to high-impact team projects aimed at improving efficiency, enhancing quality, and streamlining operations.
Drive quality assurance (QA) and training projects, ensuring process documentation (SOPs) and training materials are up-to-date and effective.
Serve as a primary point of contact for internal partners (e.g., Product, Finance, Marketing) on initiatives requiring operational support or procedural change.
Act as the final point of internal escalation for complex, high-priority customer issues that require managerial intervention or exception handling.
Translate complex operational data (e.g., SLA, TTR, AHT trends) into clear, actionable narratives to drive strategic decision-making and influence roadmaps across cross‑functional teams.
Do you have the right ingredients? (Requirements)
5+ years in customer support
2+ years experience in leading & managing teams
Excellent communication and conflict resolution skills, particularly in handling escalated customer and internal stakeholder issues.
Proven track record of driving operational improvement projects (e.g., SOP creation, quality scoring, efficiency programs).
Demonstrated ability to use data (SLA, AHT, Adherence, etc) to manage performance and identify coaching opportunities.
Special Sauce (Non-essential Skills/Nice to Haves)
Restaurant, SaaS or FinTech experience is a plus.
Our Spread of Total Rewards We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Pay Range $95,000—$104,000 USD
Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Customer Service
Industries Software Development, Technology, Information and Internet, and IT Services and IT Consulting
#J-18808-Ljbffr