Customer Care Manager

Description:

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.

This role will actively manage the Tier 1 Customer Care Team. This role is responsible for the productivity and the well-being of the members of the Care Team in Dublin. This role is responsible for (1) overseeing the customer journey for those experiencing Toast issues throughout the support experience, (2) work with cross-functional Internal teams to create process and support guidelines, and (3) train and develop members of the team on process, technical troubleshooting, and new product knowledge.

About this roll* (Responsibilities)

• Responsible for managing a team of agents.
• Monitors attendance and schedule adherence throughout the day.
• Acts as a Subject Matter Expert for Operations.
• Works directly with agents to improve their effectiveness for Customer Support.
• Provides coaching and feedback to all agents - through the QA process or through One on One sessions.
• Is required to be available for Supervisor Calls.
• Maintains open communication with agents regarding their concerns and ideas; relays to others as appropriate.
• Proactively communicates new ideas for improvement.
• Assists agents with challenging customer contacts - is a point of contact for escalated situations.

Do you have the right ingredients*? (Requirements)

• Ability to model professional behavior.
• Ability to stand and walk for long periods of time.
• Ability to provide guidance to different types of learning styles.
• Strong verbal and written communication skills.
• Excellent customer service skills.
• Strong organizational skills.
• Ability to multi-task.
• Ability to work effectively without close supervision.
• Ability to adapt to an ever-changing environment.
• Strong attendance habits.
• Flexibility with scheduling