Customer Care Manager

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents supporting our international customers (Ireland, UK, Canada). You are responsible for the productivity and the well-being of the members of the Customer Care Team in Dublin and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast issues throughout the care experience, while partnering with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions,  and excel in ambiguous environments while ensuring our international customers become raving fans of Toast!

• 4,500+ employees in 5 countries (US, Canada, UK, Ireland, and India) 
• 120,000+ restaurants live 
• Experiencing rapid growth at scale 
• $110b Global addressable TAM

If you are a leader passionate about people and contributing to developing a culture of coaching within the organisation,  with an ability to lead a team through change, alongside  a customer-centric mindset and are excited at the prospect of joining us as we continue to expand internationally - read on!

Important Note: This role requires the successful candidate to be based in Ireland and comfortable with a hybrid working model from our Dublin office.

About this roll* (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.
• Support service delivery through resource allocation within the team, and engaging with WFM to provide the best outcome for the Customer.
• Communicate and influence new ideas for improvement with a solutions oriented mindset.
• Change Leadership, connecting direct reports to purpose and managing change adoption. 
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations.
• Participate in on-call process as per roster.
• 2 days minimum in the office required.

Do you have the right ingredients*? (Requirements)

• 3+ years of experience performance managing and coaching, for instance a Team Lead or Manager.
• 4+ years of experience in a customer service environment, with customer centric focus.
• Success operating independently and navigating competing priorities in a constantly changing environment.
• Experience solving complex customer issues with a sense of urgency and professionalism.

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience answering  incoming phone calls and ticketing systems.
• Experience working in the tech industry or for a SaaS company.
• Monday to Friday Schedule - with flexibility to support the business needs at weekends, holidays and latest per rotation.
• POS technical understanding with networking devices and connectivity would be advantageous. 
• Fluency in French would be an advantage.

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.

*Bread puns encouraged but not required

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