Technical Support Manager, API Integrations
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.
This role will actively manage the API Integrations Support Team. This role is responsible for the productivity and the well-being of the members of the Care/Support team across the Boston, Omaha, Chicago and remote offices. This role is responsible for (1) overseeing the customer journey for those experiencing Toast issues throughout the support experience, (2) work with cross-functional Internal teams such as Restaurant Success and Services to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.
This is a hybrid role and will require onsite attendance at our Omaha, NE location.
About this roll* (Responsibilities)
- Direct and oversee aspects of Toast’s customer service policies, objectives, and initiatives.
- Work with Product, Engineering and Partner teams to onboard new and improve existing 3rd party Integrations
- Develop service level standards with deep focus on response and issue resolution times.
- Build relationships with support leaders across Toast and at our partner companies to improve processes and customer experience.
- Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
- Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends and create action plans to improve service performance.
- Align customer service activities and initiatives to support and enhance the objectives of the organization.
- Manage escalated Customer Billing inquiries working closely with our finance to ensure responses are addressed in a timely manner
Do you have the right ingredients?* (Requirements)
- 2+ years experience managing technical customer service, support or operations teams while scaling for growing business needs
- Experience with API Integrations
- Detailed oriented and good with numbers
- Experience driving process improvement and change throughout an organization
- Strong customer centric experience
- Ability to work cross functionally in a collaborative team environment
- Restaurant, SaaS or FinTech Industry experience a plus
Our Spread of Total Rewards
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
*Bread puns encouraged but not required
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), equity, and benefits.
Pay Range
$92,000—$147,000 USD
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? 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 [email protected].