Manager II, Care Account Operations

<p>Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.</p> <p><strong>A day in the life</strong></p> <p>The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team.</p> <p><strong><em>What you'll do (Responsibilities)</em></strong></p> <ul> <li>Manage and develop a team of 10–12 Account Operations Advisors, with a focus on individual career growth, strengths-based coaching, and building deep expertise in handling complex customer situations.</li> <li>Own team performance against core metrics including SLA, CSAT, productivity, and schedule adherence - using data to identify trends, drive coaching conversations, and course-correct quickly.</li> <li>Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team.</li> <li>Act as the final point of internal escalation for complex, high-priority customer issues that require managerial support - knowing when to step in and when to coach your team through it.</li> <li>Support your team in navigating nuanced, multi-layered customer interactions across phone, chat, and email.</li> <li>Lead or significantly contribute to high-impact operational projects including SOP design, macro development, quality scoring frameworks, and efficiency programs that improve the advisor and customer experience.</li> <li>Serve as a primary point of contact for internal partners (e.g., Product, Finance, Legal) on initiatives that require operational input, procedural change, or frontline perspective.</li> <li>Translate operational data (SLA, TTR, AHT trends, and more) into clear, actionable narratives that inform team strategy and influence roadmaps.</li> <li>Continually look for opportunities to improve how your team works: smarter workflows, better tools, clearer processes, and a stronger team culture.</li> </ul> <p><strong><em>What you'll need to thrive (Requirements)</em></strong></p> <ul> <li>5+ years in customer support </li> <li>2+ years experience in leading managing teams</li> <li>Excellent communication and conflict resolution skills, particularly in handling escalated customer and internal stakeholder issues.</li> <li>Proven track record of driving operational improvement projects (e.g., SOP creation, quality scoring, efficiency programs).</li> <li>Strong data literacy - you know how to use metrics like SLA, AHT, or CSAT to tell a story, make a case, and drive action, not just report numbers.</li> <li>Relentless problem-solver with a bias toward action and a high sense of accountability</li> </ul> <p><strong>What will help you stand out (Non-essential Skills/Nice to Haves)</strong></p> <ul> <li>Restaurant, SaaS or FinTech experience is a plus.</li> </ul> <p><strong>AI at Toast</strong></p> <p>At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.</p> <p><strong>Our Total Rewards Philosophy</strong></p> <p>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<a href="https://careers.toasttab.com ... (truncated, view full listing at source)