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Senior Manager, Care Escalations

Delaware: the employer hasn't said whether this state is eligible.
Who can apply: US-based role. The employer has not said which states are eligible — confirm before applying.
Location as listed by the employer: “Remote, US; Remote - USA”
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About this role

Toast is hiring for a Senior Manager, Care Escalations role. See the official posting for full details.

Requirements

  • 7+ years of experience in customer support, customer success, or escalations (executive or technical), including 3+ years managing managers or a multi-team organization
  • Track record building or scaling escalations, or executive-response functions in a high-growth SaaS or technology environment
  • Experience communicating directly with, and influencing, senior/executive leadership on complex customer situations
  • Analytical rigor: experience setting and reporting against SLAs, service metrics, and building  root-cause frameworks
  • Demonstrated ability to lead through ambiguity and competing priorities in a fast-changing environment
  • Cross-functional leadership experience partnering with R&D, FinTech, Customer Success and Legal to resolve our most complex technical customer issues
  • Proven success leveraging AI to automate repetitive tasks for frontline personnel, shifting operational focus toward high-impact customer resolutions while providing metrics-based proof of improved productivity and serv…
  • Experience in the restaurant, hospitality, or vertical SaaS/fintech industry serving SMBs

Summarized from the employer's posting — check the full posting for every requirement.