Manager, Customer Care

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

As a Customer Care Manager, your role is pivotal in driving the productivity, efficiency, and success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution, with the ultimate goal of strengthening our customers’ relationship with Toast.

Working Model & Shift Details

• Shifts: Rotational (including weekends and holidays) within a 24x7 support structure
• Initial 6 months: Work from Office
• Post-training: Hybrid (3 days onsite, 2 days remote)

What Sets You Apart

We’re not just looking for experience—we’re looking for mindset. You should be:

• Flexible: Comfortable with night shifts, rotating schedules, and evolving business needs.
• Versatile: Able to support across multiple channels—chat, voice, and tickets.
• Adaptable: Open to learning new systems and embracing evolving technologies.
• Collaborative: Ready to work across teams and adjust to leadership or process changes.
• Committed: Focused on delivering consistent results that meet SLAs and KPIs.
• Proactive: Willing to upskill, cross-train, and take on additional responsibilities.

About this Roll\* (Responsibilities)

• Leverage product knowledge and customer service expertise to coach and guide the team in handling chats, calls, and casework effectively.
• Train and develop the team on processes, technical troubleshooting, and product knowledge.
• Maintain open communication with agents, addressing concerns and relaying feedback appropriately.
• Facilitate professional development for yourself and your team by staying updated on Toast’s hardware, software, and training resources.
• Seek out and embrace coaching opportunities to enhance performance.
• Handle escalated customer issues, including those from the Senior Leadership Team.
• Manage the use of Salesforce.com and other related applications.

Do You Have the Right Ingredients?\* (Requirements)

• A minimum of a three-year degree in any discipline (or related field).
• 2+ years of experience managing and coaching teams (as a Team Lead, Supervisor, or Manager).
• 8+ years of experience in roles focused on customer satisfaction and championing the customer experience.
• Demonstrated ability to operate independently and manage competing priorities in a fast-changing environment.
• A genuine commitment to nurturing the professional growth of team members.
• Strong ability to resolve complex customer issues promptly and professionally.
• Experience in Restaurant, SaaS, or FinTech industries is a plus.

Special Sauce\* (Nice to Haves)

• Experience handling incoming chats and working with ticketing systems.
• Prior experience in the tech or SaaS industry.
• Flexibility to work schedules that may include weekends, holidays, and nights.

We Are Toasters

Diversity, Equity, and Inclusion are baked into our recipe for success.

At Toast, our employees are our secret ingredient. When they thrive, Toast thrives. The restaurant industry is one of the most diverse industries, and we celebrate that diversity. We believe authenticity, inclusivity, respect, trust, and humility are the keys to achieving our goals.

By embedding inclusivity into our culture and equity into our design, we create opportunities for all while striving to remain best-in-class across the industry.

Bready\* to Make a Change? Apply Today!

Toast is committed to an accessible and inclusive hiring process. If you need a reasonable accommodation to access the job application or interview process, please contact us.

**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.

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.

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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.

Notice on fraudulent jobs

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, purporting to represent Toast. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers. These job postings and offers are not authorized by Toast, and Toast is not responsible for fraudulent offers or requests for personal information or payments. Toast will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process. Candidates who have questions about the validity of Toast job postings or offers should consult the job postings on our careers.toasttab.com career site. If you think you've been scammed, reference this site for more info.