Senior Manager, Care Escalations

📋 Description

• Own the operating model and outcomes of the Toast's Escalations function, partnering across
• Accountable for the KPIs for this team with emphasis on driving quality resolution, through
• Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career
• Oversee and act as the final decision maker on Toast’s most complex and high visibility customer
• Define and evolve the team’s servicing frameworks that scale with Toast's growing global customer
• Lead the front of the Continuous improvement funnel through RCA intake processing using team

🎯 Requirements

• 7+ years of experience in customer support, customer success, or escalations (executive or
• Track record building or scaling escalations, or executive-response functions in a high-growth SaaS
• Experience communicating directly with, and influencing, senior/executive leadership on complex
• Analytical rigor: experience setting and reporting against SLAs, service metrics, and building
• Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing
• Cross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal

🎁 Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Health benefits
• Flexibility to meet changing needs