Toast · 6 days ago
Manager II, Customer Care Tax
United States
Full-time
Remote
Mid, Senior Level
$95K/yr - $152K/yr
4+ years expToast creates technology to help restaurants and local businesses succeed in a digital world. As a Customer Care Tax Manager, you will manage a team of agents for the Payroll Tax campaign, focusing on improving customer outcomes and overseeing the customer journey for those experiencing Payroll Tax issues.
DeliveryPoint of SaleSaaS
Responsibilities
Educate, manage, train, coach and mentor a team of 10-12 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
Qualification
Required
2+ years of experience in the Payroll/Tax field or closely related role
3+ years of experience performance managing and coaching as a people leader
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
Preferred
Experienced with MasterTax is a plus
FPC or CPP Certification
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
2026-01-23
2026-01-22
Company data provided by crunchbase