Manager II, Care Account Operations

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team. What you'll do (Responsibilities) Manage and develop a team of 10–12 Account Operations Advisors, with a focus on individual career growth, strengths-based coaching, and building deep expertise in handling complex customer situations. Own team performance against core metrics including SLA, CSAT, productivity, and schedule adherence - using data to identify trends, drive coaching conversations, and course-correct quickly. Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team. Act as the final point of internal escalation for complex, high-priority customer issues that require managerial support - knowing when to step in and when to coach your team through it. Support your team in navigating nuanced, multi-layered customer interactions across phone, chat, and email. Lead or significantly contribute to high-impact operational projects including SOP design, macro development, quality scoring frameworks, and efficiency programs that improve the advisor and customer experience. Serve as a primary point of contact for internal partners (e.g., Product, Finance, Legal) on initiatives that require operational input, procedural change, or frontline perspective. Translate operational data (SLA, TTR, AHT trends, and more) into clear, actionable narratives that inform team strategy and influence roadmaps. Continually look for opportunities to improve how your team works: smarter workflows, better tools, clearer processes, and a stronger team culture. What you'll need to thrive (Requirements) 5+ years in customer support 2+ years experience in leading & managing teams Excellent communication and conflict resolution skills, particularly in handling escalated customer and internal stakeholder issues. Proven track record of driving operational improvement projects (e.g., SOP creation, quality scoring, efficiency programs). Strong data literacy - you know how to use metrics like SLA, AHT, or CSAT to tell a story, make a case, and drive action, not just report numbers. Relentless problem-solver with a bias toward action and a high sense of accountability What will help you stand out (Non-essential Skills/Nice to Haves) Restaurant, SaaS or FinTech experience is a plus. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy 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 https://careers.toasttab.com/toast-benefits. #LI-DNI The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible). Pay Range $100,000—$160,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. Diversity, Equity, and Inclusion is Baked into our Recipe for Success 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. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. 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 candidateaccommodations@toasttab.com. ------ 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.