Customer Care Manager

Toast

Dublin, IE
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/25/2024
  • Website: pos.toasttab.com
  • Company Address: 401 Park Drive Suite 801, Boston, MA, 02215

About Toast

Toast empowers restaurants of all sizes to build great teams, increase revenue, improve operations, and delight guests.

Job Description

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As a Customer Care Manager, you will actively manage a team of agents supporting our international customers (Ireland, UK, Canada). You are responsible for the productivity and the well-being of the members of the Customer Care Team in Dublin and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast issues throughout the care experience, while partnering with cross-functional Internal teams such as Restaurant Success, Sales, and Onboarding 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 customer interactions,  and excel in ambiguous environments while ensuring our international customers become raving fans of Toast!

  • 4,500+ employees in 5 countries (US, Canada, UK, Ireland, and India) 
  • 93,000+ restaurants live 
  • Experiencing rapid growth at scale 
  • $110b Global addressable TAM

If you are a leader passionate about people, customer care, with an ability to lead a team through change and are excited at the prospect of joining us as we continue to expand internationally - read on!

Important Note: This role requires the successful candidate to be based in Ireland and comfortable with a hybrid working model from our Dublin office (2 days minimum in the office required)

About this roll* (Responsibilities) 

  • Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day.
  • Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support.
  • Train and develop members of the team on process, technical troubleshooting, and new product knowledge.
  • Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate.
  • Support service delivery through resource allocation within the team, and engaging with WFM to provide the best outcome for the Customer.
  • Communicate and influence new ideas for improvement with a solutions oriented mindset.
  • Change Leadership, connecting direct reports to purpose and managing change adoption. 
  • Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations.
  • Participate in on-call process as per roster.

Do you have the right ingredients*? (Requirements)

  • 3+ years of experience performance managing and coaching, for instance  a Team Lead or Manager.
  • 4+ years of experience in a customer service environment, with customer centric focus.
  • Success operating independently and navigating competing priorities in a constantly changing environment.
  • Experience solving complex customer issues with a sense of urgency and professionalism.

Special Sauce* (Non-essential Skills/Nice to Haves)

  • Experience answering  incoming phone calls and  ticketing systems.
  • Experience working in the tech industry or for a SaaS company.
  • Monday to Friday Schedule - with flexibility to support the business needs at weekends, holidays and latest per rotation.
  • POS technical understanding with networking devices and connectivity would be advantageous. 
  • Second European language would be an advantage.

 

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

#LI-HYBRID

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.