Customer Care Manager II - US Payroll

📋 Description

• Direct a team of Team Leads and Senior CC Specialists in Payroll & Tax care.
• Drive customer experience, operational excellence, and people development.
• Oversee end-to-end payroll & tax care for Toast's restaurant operators.
• Collaborate with Payroll, Tax, Product, Engineering, Restaurant Success, and Ops.
• Coach leaders, manage KPIs, and lead data-driven workforce planning.
• Ensure compliance and service quality in a fast-paced SaaS setting.

🎯 Requirements

• Bachelor's degree in Business, Finance, Accounting, HR, or related field.
• 10+ years in customer service, payroll ops, or related leadership (SaaS preferred).
• 5+ years leading managers or team leads with coaching and development.
• Experience leading payroll, tax, HRIS, or similar SaaS support ops.
• Strong understanding of U.S. payroll lifecycle, taxes, and compliance.
• Experience with CRM platforms and AI/automation tools is desirable.

🎁 Benefits

• Competitive compensation and benefits program.
• Hybrid work model with in-office options by region.
• Total rewards beyond earnings to support healthy lifestyle.
• Inclusive, diverse culture with growth opportunities.