# Senior Manager, Customer Care

- Link: https://100xfounder.com/job/toast-senior-manager-customer-care-f09cb3/
- Published: 2026-10-12T09:25:38+05:30
- Author: 

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.

### A day in the life (Responsibilities)

 * Lead a large Care organization spread across multiple lines of business (LOBs),
   managing Care Managers directly and Care agents indirectly, to deliver an exceptional
   experience to live Toast customers.
 * Own technical support operations end to end, including capacity planning, workforce
   management, SLAs, escalation paths and quality programs, so complex technical
   issues are resolved efficiently and consistently.
 * Act as the face of the Care business to functional leaders across Toast. Bring
   customer insights and operational data to those leaders to influence and improve
   processes and policies.
 * Align customer service standards, activities and initiatives across LOBs so they
   support and improve performance against organizational objectives.
 * Make sure the right systems are in place and in use. Report service metrics, 
   including customer feedback and trends, to senior leadership.
 * Create, communicate and follow through on action plans.
 * Partner with departments across Toast to drive the highest levels of customer
   success throughout the post-live customer journey.
 * Keep finding new and better ways to delight customers.
 * Build team engagement, professional development opportunities, product training
   and change leadership as responsibilities evolve.
 * Implement and improve the reports, workflows, dashboards, email templates and
   other tools the team uses to communicate.
 * Handle customer issues escalated directly from the Senior Leadership Team.
 * Manage the use of Salesforce.com, NetSuite and all related applications.

### Do you have the right ingredients?* (Requirements)

 * A minimum three-year degree in any discipline
 * 15+ years of overall experience, including significant time in Customer Success,
   Technical Support or SaaS-based roles
 * 8+ years of people management experience, including leading managers and managing
   large teams across multiple LOBs
 * Excellent communication, interpersonal and writing skills, with executive presence
 * Proven experience managing technical support operations at scale
 * A track record of acting as the business voice to functional leaders and influencing
   cross-functional process and policy changes
 * Experience leading large cross-functional initiatives with other departments
 * Love for developing people in a high-growth environment
 * Enthusiasm for technology and demonstrated technical aptitude
 * Strong project management skills and the ability to multitask
 * Creative, analytical and execution-oriented
 * Ability to operate both strategically and tactically
 * Restaurant, SaaS or FinTech experience is a plus

### AI at Toast

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.

### Our Total Rewards Philosophy

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](https://careers.toasttab.com/toast-benefits).

### How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to
support our recruiters and interviewers with tasks like note-taking, summarization,
and documentation of interviews to ensure they can be fully focused on your conversation.
All hiring decisions are made by people. We ask that you complete interviews and
assessments on your own, without real-time AI tools, recording, or transcription
bots, unless we tell you otherwise in advance. To learn more: [https://careers.toasttab.com/ai-in-hiring](https://careers.toasttab.com/ai-in-hiring)

### Our Approach to Hybrid Working

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 hospitality community, regardless of location. Please visit
the Locations page on our career site to learn more about our in-office expectations
by region: [https://careers.toasttab.com/locations-toast](https://careers.toasttab.com/locations-toast)

### People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The
restaurant industry brings together people with a wide range of backgrounds, experiences,
and perspectives, and we value that same breadth at Toast. We strive to build a 
culture grounded in authenticity, respect, and humility, where every Toaster has
a real opportunity to grow, contribute, and do their best work—raising the bar in
delivering exceptional experiences for our customers and each other.

### 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](https://100xfounder.com/job/toast-senior-manager-customer-care-f09cb3/candidateaccommodations@toasttab.com).

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_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._