Manager II, Customer Care Tax - Remote

Overview

As a Customer Care Tax Manager at Toast, you will lead a team focused on improving customer outcomes related to Payroll Tax issues, ensuring high-quality customer interactions and team productivity.

In Short

• Manage a team of 10-12 Care Tax Experts.
• Evaluate employee performance and monitor customer outcomes.
• Provide coaching and feedback to improve agent effectiveness.
• Train team members on processes and technical troubleshooting.
• Maintain communication with agents regarding their concerns.
• Assist agents with challenging customer contacts.
• Ensure Service Level Agreements for tax-related cases are met.
• Provide subject matter expertise on payroll and tax filing.
• Keep abreast of regulatory changes in the tax field.
• Provide Payroll analytics and reporting to management.

Requirements

• 2+ years in Payroll/Tax field or closely related role.
• 3+ years of experience managing and coaching teams.
• 4+ years in a customer satisfaction role.
• Strong communication and analytical skills.
• Experience with escalated customer issues.
• Proficient in filing payroll tax returns.
• Experience with tax authorities and resolution process.
• Solution-oriented with proven results.
• Experience with Payroll Service Providers.
• Proficient in Microsoft Excel.

Benefits

• Competitive compensation and benefits programs.
• Flexibility to meet changing needs.
• Opportunities for professional growth.
• Inclusive work culture.
• Access to AI tools to enhance work efficiency.