Manager II, Customer Care - Guest

Manager II, Customer Care - Guest

This role will be hybrid to the Omaha office. The schedule is Tuesday-Saturday approx. 9a-6p CST. However, the role requires a certain amount of flexibility for days/hours.

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents for the guest support team. You are responsible for the productivity and well-being of the members of the Customer Care Team - Guest in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the restaurant guest experience while working with cross-functional Internal teams such as Workforce Management, guest product, and digital ordering channels to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality interactions, and excel in ambiguous environments.

About this roll* (Responsibilities)

• Manage and coach a team of 10-15 agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process and/or through One on One sessions to improve their effectiveness for Customer Support
• Train and develop members