Customer Support Team Leader

2 weeks ago


MagstattleBas, Grand Est, United States Toast Inc Full time

Schedule: Tuesday - Saturday 9a-6p CST, hybrid work model.

Company Overview: Toast Inc. is dedicated to creating a comprehensive restaurant platform that empowers establishments to adapt, take charge, and focus on their core passion: nurturing their beloved businesses.

Role Overview: As a Customer Support Team Leader, you will oversee a group of agents dedicated to the Devices initiative. Your primary responsibility will be to enhance the productivity and welfare of the Customer Support Team members.

Key Responsibilities:

  • Lead and mentor a team of agents, ensuring adherence to attendance and scheduling protocols.
  • Provide constructive feedback and coaching through Quality Assurance evaluations and individual sessions to enhance agent performance.
  • Facilitate training and development for team members on processes, technical troubleshooting, and product knowledge.
  • Maintain transparent communication with agents regarding their feedback and suggestions, relaying pertinent information as necessary.
  • Propose and advocate for innovative solutions to improve operational processes.
  • Assist agents in managing complex customer interactions and oversee escalations as needed.

Qualifications:

  • Minimum of 3 years in a leadership role focused on performance management and coaching.
  • At least 4 years of experience in a customer-centric position, championing customer satisfaction.
  • Proven ability to work autonomously and prioritize tasks in a dynamic environment.
  • Experience in resolving intricate customer issues with urgency and professionalism.

Preferred Skills:

  • Familiarity with handling incoming calls and managing ticketing systems.
  • Background in the technology sector or experience with SaaS companies.
  • Willingness to work flexible hours, including weekends and holidays.
  • Understanding of POS systems and networking devices.

Compensation and Benefits: Toast Inc. offers a competitive salary range, with the starting salary determined by skills and experience. Our total rewards package includes cash compensation, equity, and comprehensive benefits designed to support a healthy lifestyle.

Diversity and Inclusion: At Toast, we value diversity and are committed to fostering an inclusive environment. We believe that our employees are our greatest asset, and we strive to create equitable opportunities for all.

Join us in our mission to empower the restaurant industry and make a meaningful impact.


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