Senior Manager, Customer Care

📋 Description

• Lead a large Care organization spread across multiple lines of business (LOBs), managing Care
• Own technical support operations end to end, including capacity planning, workforce management
• Act as the face of the Care business to functional leaders across Toast. Bring customer insights
• Align customer service standards, activities and initiatives across LOBs so they support and
• Make sure the right systems are in place and in use. Report service metrics, including customer
• Create, communicate and follow through on action plans.

🎯 Requirements

• A minimum three-year degree in any discipline
• 15+ years of overall experience, including significant time in Customer Success, Technical Support
• 8+ years of people management experience, including leading managers and managing large teams
• Excellent communication, interpersonal and writing skills, with executive presence
• Proven experience managing technical support operations at scale
• A track record of acting as the business voice to functional leaders and influencing

🎁 Benefits

• Competitive compensation and benefits programs that help to attract, retain, and motivate the best
• Total rewards package goes beyond great earnings potential and provides the means to a healthy