Toast · 3 hours ago
Manager II, Customer Care - Escalations
Boston, MA
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $105K/yr
4+ years expToast is a company focused on building a restaurant platform that empowers restaurants to thrive. The Escalations Manager will oversee Care Escalation Advisors, manage customer service policies, and ensure high-quality service delivery while collaborating with cross-functional teams.
DeliveryPoint of SaleSaaS
Responsibilities
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 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
Qualification
Required
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
Preferred
Experience working in the tech, Fintech industry or for a SaaS company
Experience in the restaurant industry
Benefits
Cash compensation (overtime, bonus/commissions, if eligible)
Benefits
Equity (if eligible)
Company
Toast
Toast is a point-of-sale and restaurant management platform designed for businesses in the food service and hospitality industry.
1001-5000 employees
H1B Sponsorship
Toast has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (32)
2023 (39)
2022 (66)
2021 (29)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$961.95MKey Investors
12 West CapitalT. Rowe PriceBessemer Venture Partners
2021-09-22IPO
2020-11-23Secondary Market· $60M
2020-02-14Series F· $400M
Leadership Team
Aman Narang
CEO and Co-Founder
Steve Fredette
Co-founder and President
Recent News
The Motley Fool
2025-12-28
techbuzzireland.com
2025-12-21
2025-12-19
Company data provided by crunchbase