Toast · 2 hours ago
Senior Manager, Customer Care - Kitchen (Omaha, NE)
Omaha, NE
Full-time
Hybrid
Senior Level, Lead/Staff, Director/Executive
$112K/yr - $179K/yr
7+ years expToast is a company focused on building a restaurant platform that empowers restaurants to thrive. The Senior Customer Care Manager Kitchen is responsible for overseeing the customer journey and managing a team to deliver exceptional support experiences while collaborating with internal teams to enhance processes.
DeliveryPoint of SaleSaaS
Responsibilities
Lead a team of 4+ Managers to deliver exceptional customer experience with live Toast customers
Manage oversight of partner relationships with our outsourcing partners that support the Payments campaign to achieve combined success
Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives
Understand and focus on the most important metrics, collaborating with your senior manager to ensure the right ones are measured and aligned with business goals
Partner with senior management to set clear team expectations, develop a glide path, and utilize necessary tools to achieve success
Analyze customer pain points across the entire journey and propose actionable solutions to improve overall customer satisfaction
Engage the team to understand their perspectives, manage time efficiently, and collaborate cross-functionally to ensure quality interactions
Actively engage with the team through round-tables, call shadowing and side by sides (both in-person and virtual) to communicate key priorities and actions, and to understand the business direction and vision.Lead and support change initiatives within the campaign, ensuring full understanding of their impact on both the customer and the team
Effectively communicate the reasons behind change and maintain a positive and open-minded approach
Regularly recognize and reward team achievements, manage people metrics (such as attrition and performance), and ensure that each team member has access to coaching, mentoring or advocacy. Set high expectations for talent by driving ownership of the customer experience, identifying top performers, and developing a strong pipeline of future leaders
Know when and where to escalate issues that arise from change, and work proactively to drive resolution while maintaining team alignment and organizational goals
Qualification
Required
7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
5+ years experience successfully leading & managing teams
Willingness to travel to Toast international offices (approx. 5% travel)
Experience working on large cross-functional initiatives with other departments
Excellent communication, interpersonal and writing skills
Love for developing people in a high growth environment
Enthusiastic about technology with demonstrated technical aptitude
Strong project management skills and an ability to multitask
Creative, analytical and execution-oriented
Ability to effectively operate both strategically and tactically
Preferred
Experience answering incoming phone calls and ticketing systems
Experience working in the tech industry or for a SaaS company
Open to schedules that may include weekends, holidays and nights
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
The Motley Fool
2025-12-28
techbuzzireland.com
2025-12-21
2025-12-19
Company data provided by crunchbase