Remote Manager, Customer Care - Night Shift

Summary

Join Toast as a Customer Care Manager and play a pivotal role in supporting the productivity goals and overall success of the critical Care Team. As a key member of this team, you will utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively.

Requirements

• A minimum of three year degree in any area, or any other related discipline
• 1-2  years of experience performance managing and coaching, for instance  a Team Lead, Supervisor or Manager
• 5+  years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• A genuine commitment to nurturing the professional growth and development of team members
• Proven ability to address intricate customer issues promptly and with the utmost professionalism

Responsibilities

• Utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively
• Train and develop the team on process, technical troubleshooting, and new product knowledge
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles
• Actively seek and embrace coaching opportunities to enhance individual and team performance
• Handle escalated customer issues directly from the Senior Leadership Team
• Manage the use of Salesforce.com, Netsuite, and all related applications

Preferred Qualifications

• Experience answering  incoming Chats and ticketing systems
• Experience working in the tech industry or for a SaaS company

Benefits

• Open to schedules that may include weekends, holidays and nights
• Operational Hours: Open for two shifts with a remote work arrangement initially, transitioning to two days in the office per week once logistics are established
• Open to rotational shifts that may include weekends, holidays and nights