59 applicants

Company

Toast · 6 days ago

Manager II, Customer Care Tax

United States

Full-time

Remote

Mid, Senior Level

$78K/yr - $125K/yr

4+ years exp

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Comp. & Benefits

H1B Sponsor Likely

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Responsibilities

Educate, manage, train, coach and mentor a team of 8-10 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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Payroll/Tax experiencePerformance managementEscalated customer experiencePayroll tax returnsTax authority experienceSolution-oriented mindsetMicrosoft ExcelPayroll Service Provider experienceMasterTax experienceFPC CertificationCPP Certification

Required

2 + years of experience in the Payroll/Tax field or closely related role

3+ years of experience performance managing and coaching, for instance as a Manager

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

Company

Toast

Glassdoor

4.1

Toast is a point-of-sale and restaurant management platform for businesses in the food service and hospitality space.

Founded in 2011

Boston, Massachusetts, USA

1,001-5,000 employees

https://pos.toasttab.com

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

2023 (34)

2022 (56)

2021 (42)

2020 (13)