Toast · 1 week ago
Senior Director Enterprise Customer Care
Boston, MA
Full-time
Hybrid
Director/Executive
$169K/yr - $270K/yr
10+ years expToast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. They are seeking a dynamic operational leader to join their Care leadership team and help shape the Care strategy, significantly impacting customer experience. The role involves defining global support strategy, leading a high-performing team, and driving process improvements for enterprise customers.
DeliveryPoint of SaleSaaS
Responsibilities
Define and execute the global enterprise support strategy aligned with company growth objectives, customer expectations, and product complexity
Lead and inspire a diverse, high-performing team serving a high growth, vital customer segment
Serve as the executive voice for enterprise customers, driving proactive support, advocacy, and retention
Own and continuously improve global KPIs: CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency
Design and optimize tiered support models, 24/7 coverage structures, and escalation frameworks to ensure consistent service quality worldwide
Partner with Product, Engineering, and Customer Success to drive root-cause analysis, product quality improvements, and customer-driven innovation
Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support efficiently
Act as a senior point of escalation for strategic enterprise accounts, ensuring swift resolution of critical issues
Build trusted relationships with senior customer stakeholders, reinforcing our value and partnership through proactive communication and transparency
Create feedback loops to amplify the customer voice internally and influence product roadmaps
Develop and retain top global talent; build leadership depth and succession plans within the organization
Cultivate a culture of accountability, empathy, and continuous improvement
Drive engagement, inclusion, and collaboration across regions and functions
Qualification
Required
10+ years in enterprise or technical support, with 7+ years leading large, multi-regional teams (100+ staff)
Experience in a high-growth SaaS or SaaS + hardware environment (IoT, connected devices, or restaurant/retail tech strongly preferred)
Proven success scaling global support operations during periods of rapid growth (20%+ YoY)
Strong command of enterprise support models, incident management, and global escalation frameworks
Data-driven approach to performance management — expert in interpreting dashboards, metrics, and analytics
Exceptional communication and executive presence; proven ability to influence at C-level both internally and with customers
Passion for customer advocacy, operational rigor, and leading teams that make a measurable business impact
Benefits
Cash compensation (overtime, bonus/commissions, if eligible)
Benefits
Equity (if eligible)
Company
Toast
Toast is a point-of-sale and restaurant management platform designed for businesses in the food service and hospitality industry.
1001-5000 employees
H1B Sponsorship
Toast has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (32)
2023 (39)
2022 (66)
2021 (29)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$961.95MKey Investors
12 West CapitalT. Rowe PriceBessemer Venture Partners
2021-09-22IPO
2020-11-23Secondary Market· $60M
2020-02-14Series F· $400M
Leadership Team
Aman Narang
CEO and Co-Founder
Steve Fredette
Co-founder and President
Recent News
Crunchbase News
2026-01-08
The Motley Fool
2025-12-28
techbuzzireland.com
2025-12-21
Company data provided by crunchbase