Manager II, Customer Care - Escalations

Toast(1 month ago)

HybridFull TimeManager$100,000 - $105,000Customer Support

About this role

The Escalations Manager at Toast leads the Care Escalation group that supports customers experiencing complex product issues and acts as a liaison with internal teams. The role focuses on improving the overall customer experience, shaping processes to prevent future escalations, and supporting the growth and well-being of Care team members. This position covers Boston, Omaha, and remote locations and follows a hybrid work model.

View Original Listing

Required Skills

Customer Service
Team Management
Employee Development
Escalation Management
Service Standards
Policy Development
Service Metrics
Cross-Functional Collaboration
Customer Satisfaction
Problem Solving

+4 more

About Toast

toasttab.com

Toast is a cloud-based restaurant management platform that provides point-of-sale, payments, and operational tools tailored to restaurants and hospitality businesses. It combines touchscreen POS hardware and mobile ordering with integrated payments, online ordering and delivery integrations, contactless pay, and loyalty/gift programs. Toast also offers back-office features such as labor and payroll management, inventory and menu engineering, and reporting/analytics to streamline operations and increase revenue. Restaurants choose Toast for its turnkey, restaurant-focused ecosystem, integrated payments, and industry-specific features and support.