VP, Customer Care Operations

Are you bready* for a change?

Toast is a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an extraordinary commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

About this roll*:

Toast is looking for a VP of Customer Care to oversee our Global Customer Care Operations. In this capacity you will lead a critical component of Toast customer experience. You will lead a large team of customer-facing agents who support and enable Toast customers to be successful on our platform. You will be responsible for operational rigor and people leadership to ensure continuous improvement in agent execution and quality of service. You will help define and execute the Customer Care strategy to evolve customer support, as the Toast business continues rapid expansion of products and geographies and as technology advances and plays an increasingly important role in support delivery. You will partner with other parts of Toast to ensure customer feedback and voice is incorporated in product development and operations.

Key responsibilities

• Leads global teams that directly interact with Toast customers in a support capacity, both internal and BPO agents
• Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance & consistency of service delivery
• Establishes operational targets and executes operating model to support service quality, consistency, and efficiency standards
• Maintains a culture of customer-obsession and highly engaged team, focused daily execution and continual improvement
• Implements state-of-the-art operations and technology used by contact centers to enhance the customer experience and drive ongoing operational excellence & efficiency improvements.
• Develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results.
• Applies data-driven insights to inform resourcing across customer channels

Do you have the right ingredients*:

• Experience leading contact center teams of 2K+
• Proven track record of effective people leadership over a mix of internal and BPO agents
• Experience with B2B customer support
• Experience with SMB customers preferred
• Experience with AI technologies is a plus
• Data-driven
• Customer obsessed

Travel requirements: 25% travel to various US & international customer care team locations

*Bread puns encouraged but not required

At Toast, we believe that the success of our business and our customers comes only with the success of our employees.

Our employees are our secret ingredient. When they are empowered to succeed, Toast succeeds in achieving our mission to enable our community of restaurateurs to delight their guests, do what they love, and thrive. The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

At the heart of this is our hospitality mindset of ensuring everyone feels welcomed and included, and our Toast values and behaviors that best define who we are as Toasters.

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

For roles based in the United States: As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].