Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience. Backed by Bessemer and GV.
About the role
The Senior Manager of Escalations, reporting to the Director of Escalations, will lead the Toast's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors.
What they're looking for
- Own the operating model and outcomes of the Toast's Escalations function, partnering across Customer Care, Customer Success and the organization to reduce time-to-resolution and prevent recurring issues
- Lead, coach, and develop a team of Escalations Managers — accountable for their performance, career growth, and the team's Toast competencies. Be the culture and change champion of the team
- Define and evolve the team’s servicing frameworks that scale with Toast's growing global customer base
- Lead the front of the Continuous improvement funnel through RCA intake processing using team escalation insights
- Identify, pilot, and scale AI-powered tools within the Escalations organization — e.g., AI-assisted triage, case summarization, and root-cause/pattern detection
- Must be located in the Omaha, NE area
More about this role
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.
The Senior Manager of Escalations, reporting to the Director of Escalations, will lead the Toast's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors. This role delivers the operating frameworks, resolution and quality outcomes and executive-facing accountability for how Toast handles its most complex and highest-visibility customer issues, and partners across Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fix.
What you'll do (Responsibilities)
- Own the operating model and outcomes of the Toast's Escalations function, partnering across Customer Care, Customer Success and the organization to reduce time-to-resolution and prevent recurring issues
- Accountable for the KPIs for this team with emphasis on driving quality resolution, through technical troubleshooting and direct partnership with Toast Teams. Responsible for the weekly and monthly business review...
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