Manager II, Customer Care - Guest

<h3><span style="text-decoration: underline;">Manager II, Customer Care - Guest</span></h3> <p><strong><em>This role will be hybrid to the Omaha office. The schedule is Tuesday-Saturday approx. 9a-6p CST. However, the role requires a certain amount of flexibility for days/hours.</em></strong></p> <p><strong><em>Bready</em></strong><strong>* to make a change?</strong></p> <p>As a Customer Care Manager, you will actively manage a team of agents for the guest support team. You are responsible for the productivity and well-being of the members of the Customer Care Team - Guest in our Omaha, Nebraska office and will act as a Subject Matter Expert for Operations. You will oversee the restaurant guest experience while working with cross-functional Internal teams such as Workforce Management, guest product, and digital ordering channels 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 interactions, and excel in ambiguous environments.</p> <p><strong>About this </strong><strong><em>roll</em></strong><strong>* (Responsibilities)</strong></p> <ul> <li>Manage and coach a team of 10-15 agents while monitoring their attendance and schedule adherence throughout the day</li> <li>Provide coaching and feedback to all agents through the Quality Assurance process and/or through One on One sessions to improve their effectiveness for Customer Support</li> <li>Train and develop members of the team on process, technical troubleshooting, and new product knowledge</li> <li>Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate</li> <li>Communicate and influence new ideas for improvement with a solutions-oriented mindset</li> <li>Assist agents with challenging guest contacts and handle escalated tickets</li> <li>Work with the guest leadership, operations, and product teams to effectively grow and scale the guest support function</li> <li>Assist with our relationship with our BPO partners&nbsp;</li> </ul> <p><strong>Do you have the right </strong><strong><em>ingredients*</em></strong><strong>? (Requirements)</strong></p> <ul> <li>3+ years of experience performance managing and coaching, for instance a Team Lead or Manager</li> <li>4+ years of experience in a role responsible for customer satisfaction and championing the customer experience</li> <li>Success operating independently and navigating competing priorities in a constantly changing environment</li> <li>Experience solving complex customer issues with