Care Account Operations Manager

Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love.

As a Manager in Toast Account Operations, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast.

About this roll* (Responsibilities)

• Lead, coach, and develop a team of agents, ensuring accuracy and excellence across tickets, calls, and chats.
• Drive ongoing training on processes, troubleshooting, and product knowledge to enhance team capability and performance.
• Manage escalations and complex customer issues, including those from senior leadership, with professionalism and urgency.
• Partner cross-functionally to identify and implement process improvements that drive efficiency and customer satisfaction.
• Foster open communication by proactively addressing team concerns, sharing insights, and promoting a culture of feedback and collaboration.
• Oversee fraud case management, ensuring sound judgment, adherence to policy, and timely resolution.
• Ensure effective use of Salesforce, NetSuite, and other internal/external tools to manage workflow and maintain data integrity.
  
  

Do you have the right ingredients?* (Requirements)

• Overall 8 years & relevant 2-3 years of experience leading, coaching, and performance managing a team (e.g., Team Lead or Manager role).
• 3+ years of experience in customer-facing roles with a strong focus on customer satisfaction and experience.
• Proven ability to operate independently and manage competing priorities in a dynamic, fast-paced environment.
• Passion for developing people and nurturing their professional growth.
• Strong problem-solving and communication skills, with the ability to resolve complex customer issues effectively.
• Experience in Restaurant, SaaS, or FinTech environments is a plus.
  
  

Your Secret Sauce* (Competencies)

• You instinctively put the customer at the heart of every decision and inspire your team to do the same.
• You coach with empathy, hold high standards, and create an environment where people can do their best work.
• You thrive on structure and data, using metrics to identify gaps, drive accountability, and improve performance.
• You remain calm and effective amid ambiguity and change, guiding your team through evolving priorities.
• You build strong partnerships across teams, aligning on shared goals and driving collective success.
• You take initiative, follow through, and model accountability for your team.
• You seek smarter, simpler ways to work, constantly challenging the status quo for better outcomes.
• Strong spoken and written communication skills
  
  

Toast’s Recipe for Success* (Shift Details)

Shift Flexibility: You may be required to work in rotating shifts ((including evenings, weekends, and holidays) across any 9-hour window within a 24x7 setup. This includes both AM and PM IST shifts, and adaptability to future changes is essential.

Work Location: You will be required to work from the office on all working days during the first six months. Post this period, a hybrid work model (currently three days a week from the office) may be considered, subject to performance and ongoing business needs.

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

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

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 [email protected].

For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.