Customer Care Manager - xtraCHEF

Customer Care Manager - xtraCHEF

Start Date: 5/4

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week.

Hours: You must be available to work Monday - Friday 8:00am - 4:30pm CST

 

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 xtraCHEF Customer Care  Manager, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. You are responsible for overseeing the customer journey for those experiencing Toast issues throughout the support experience, while working cross functionally with internal teams to create process and support guidelines. As a Customer Care Manager, you will train and develop members of the team on process, technical troubleshooting, and new product knowledge.  To thrive as a Customer Care Manager at Toast, you are motivated to deliver high quality customer interactions by coaching your team to success, and excel in ambiguous environments. 

xtraCHEF by Toast is an industry-leading accounts-payable automation integration with the Toast platform to fuel productivity and make more informed purchasing decisions. With xtraCHEF Pro,  Food cost management reporting and analytics make it easy for operators to make sense of their books and shave percentage points off their prime costs.

About this roll* (Responsibilities) 

• Utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively.
• Train and develop 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.
• Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles. 
• Actively seek and embrace coaching opportunities to enhance individual and team performance,
• Handle escalated customer issues directly from the Senior Leadership Team.
• Manage the use of Salesforce.com, Zendesk, and all related applications.

 

Do you have the right ingredients?* (Requirements)

• 3+ years of experience performance managing and coaching, as a for instance a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting  technical tools, for instance a Apple laptop and  Android based software + Toast-native hardware
• A genuine commitment to nurturing the professional growth and development of team members.
• Proven ability to address intricate customer issues promptly and with the utmost professionalism. 
• Restaurant, SaaS or FinTech experience is a plus.

 

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

• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights