Toast

Manager II – Customer Care Tax

Toast

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $95,000 - $152,000 per year

About the role

  • Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts
  • Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs
  • Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll
  • Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities
  • 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
  • Ensure Service Level Agreements (SLA) for tax related cases are met
  • Provide subject matter expertise related to payroll and tax filing
  • Provide Payroll analytics and reporting to management
  • Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes

Requirements

  • 2+ years of experience in the Payroll/Tax field or closely related role
  • 3+ years of experience performance managing and coaching as a people leader
  • 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
  • Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management
  • Experience working with Escalated Customers
  • Proficient with filing original & amended payroll tax returns
  • Experience working with tax authorities and understanding the tax notice/resolution process end-to-end
  • Solution-oriented with proven ability to drive results
  • Experience working for a Payroll Service Provider
  • Proficient in Microsoft Excel
Benefits
  • Competitive compensation and benefits programs
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Professional development opportunities
  • Flexibility to meet changing needs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payroll tax returnstax filingperformance managementcustomer satisfactionanalytical skillstechnical troubleshootingprocess improvementpayroll analyticsregulatory compliancetax notice resolution
Soft Skills
coachingmentoringcommunicationinterpersonal skillsinfluencingproblem-solvingteam managementcustomer serviceaccountabilitysolutions oriented