Manager II, Customer Care - Escalations

Toast is building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Role will be hybrid 2-3 days if near a Toast office.

As the Escalations Manager, you will actively manage a group of Care Escalation Advisors. Responsibilities include the productivity and the well‑being of the members of the Care Team across the Boston, Omaha, and remote offices. The Care Team oversees the customer journey for those experiencing Toast issues throughout the care experience, working with cross‑functional internal teams such as Restaurant Success and Services to create process and support guidelines, and training and developing members of the team on process, technical troubleshooting, and new product knowledge.

• Direct and oversee all aspects of Toast’s customer service policies, objectives, and initiatives
• Conduct 1‑1s with direct reports to develop employees in advancing their careers and Toast competencies
• Manage escalated customer issues that can come directly from the Senior Leadership Team which will include interaction with customers
• Develop service level standards with a deep focus on customer satisfaction, process and preventing future escalations
• Establish policies and procedures that produce high‑quality customer service delivery and that reflect industry best practices
• Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends and create action plans to improve service performance
• Align customer service activities and initiatives to support and enhance the objectives of the organization

• 3‑5 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
• Ability to work cross‑functionally in a collaborative team environment

• Experience working in the tech, Fintech industry or for a SaaS company
• Experience in the restaurant industry

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at

Pay Range: $100,000—$105,000 USD.

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Mid‑Senior level

Full‑time

Customer Service

Software Development, Technology, Information and Internet, and IT Services and IT Consulting