Manager II, Care Account Operations - Remote

Overview

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

In Short

• Manage and develop a team of 10–12 Account Operations Advisors.
• Own team performance against core metrics including SLA, CSAT, productivity, and schedule adherence.
• Participate in the hiring, interviewing, and training of new agents.
• Act as the final point of internal escalation for complex customer issues.
• Support team in navigating customer interactions across phone, chat, and email.
• Lead operational projects including SOP design and efficiency programs.
• Serve as a primary contact for internal partners on operational initiatives.
• Translate operational data into actionable narratives.
• Look for opportunities to improve team workflows and culture.

Requirements

• 5+ years in customer support.
• 2+ years experience in leading & managing teams.
• Excellent communication and conflict resolution skills.
• Proven track record of driving operational improvement projects.
• Strong data literacy to inform team strategy.
• Relentless problem-solver with a bias toward action.

Benefits

• Competitive compensation and benefits programs.
• Flexibility to meet changing needs.
• Access to AI tools for enhanced productivity.
• Inclusive and diverse work culture.
• Opportunities for career growth and development.