Manager II, Customer Care

Summary

Join Toast as a Customer Care Tax Manager and lead a team of agents focused on the Payroll Tax campaign. You will be responsible for team productivity, well-being, and improving customer experience through KPIs and OKRs. Oversee the customer journey for those with Toast Payroll Tax issues, collaborating with cross-functional teams to enhance processes and support. Success in this role requires resilience, strong coaching skills, and the ability to thrive in ambiguous environments. The position involves managing employee performance, providing coaching and feedback, training on processes and products, and ensuring service level agreements are met. You will also provide subject matter expertise, analytics, and reporting, staying updated on regulatory changes.

Requirements

• 2 + years of experience in the Payroll/Tax field or closely related role
• 3+ years of experience performance managing and coaching, for instance as a Manager
• 4 years of experience in a role responsible for customer satisfaction and championing the customer experience
• Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management
• Experience working with Escalated Customers
• Proficient with filing original & amended payroll tax returns
• Experience working with tax authorities and understanding the tax notice/resolution process end-to-end
• Solution-oriented with proven ability to drive results
• Experience working for a Payroll Service Provider
• Proficient in Microsoft Excel

Responsibilities

• Educate, manage, train, coach and mentor a team of 8-10 Care Tax Experts
• Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
• Ensure Service Level Agreements (SLA) for tax related cases are met
• Provide subject matter expertise related to payroll and tax filing
• Provide Payroll analytics and reporting to management
• Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes

Preferred Qualifications

• Experienced with MasterTax is a plus
• FPC or CPP Certification

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits (details available at https://careers.toasttab.com/toast-benefits)