Customer Service Manager
GovAssist
Customer Care Manager – Device
Toast
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $72,000 - $115,000 per year
Job Level
Mid-LevelSenior
About the role
- Hours: The position requires availability from Tuesday through Saturday, between 2:00 PM ET and 12:00 AM ET. The specific schedule will be assigned at the time of hire.
- Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.
- Manage and coach a team of agents for the Device campaign, monitoring their attendance and schedule adherence.
- Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support.
- Train and develop members of 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.
- Communicate and influence new ideas for improvement with a solutions oriented mindset.
- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations.
- Oversee the customer journey for those experiencing Toast Device issues and act as a Subject Matter Expert, collaborating with Restaurant Success, Sales, and Onboarding.
- Role will manage members of the Customer Care Team in our Omaha, Nebraska office.
Requirements
- 3+ years of experience performance managing and coaching, 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
- Experience solving complex customer issues with a sense of urgency and professionalism
- Experience with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard
- Experience answering incoming phone calls and ticketing systems (nice to have)
- Experience working in the tech industry or for a SaaS company (nice to have)
- Open to schedules that may include weekends, holidays and nights (nice to have)
- POS technical understanding with networking devices and connectivity (nice to have)
