About this roll* (Responsibilities)
- Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
- Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
- Train and develop members of the team on process, technical troubleshooting, and new product knowledge
- Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
- Communicate and influence new ideas for improvement with a solutions oriented mindset
- Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
Do you have the right ingredients*? (Requirements)
- 3+ 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
- Familiar with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard.
- Success operating independently and navigating competing priorities in a constantly changing environment
- Experience solving complex customer issues with a sense of urgency and professionalism
Special Sauce* (Non-essential Skills/Nice to Haves)
- POS technical understanding with networking devices and connectivity
- Experience answering incoming phone calls and ticketing systems
- Experience working in the tech industry or for a SaaS company
- Open to schedules that may include weekends, holidays and nights
Our Spread* of Total Rewards
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.
*Bread puns encouraged but not required
#LI-LD1
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
