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.
Responsibilities
Own the end-to-end design of how Support operates: org structure, staffing model, tiering/routing, escalation paths, and channel model (chat, email, phone, self-service, community), and continuously refine it as the business scales.
Build and run the operating cadence for the function: performance reviews, root-cause/escalation reviews, leadership readouts, and continuous-improvement rhythms.
Segment design so that SMB, Mid-Market, and Enterprise customers each get a service model appropriate to their needs, complexity, and value.
Own the roadmap for AI-enabled support, including virtual agents/chatbots, voice AI, agent-assist, and automation, from business case through implementation, measured adoption, and iteration.
Partner with Product and Engineering as a co-owner of the tools and systems Support runs on: helpdesk/CRM, contact center (CCaaS), knowledge base, and AI/automation platforms.
Evaluate, select, and manage the vendor and technology stack (including AI vendors and BPO/outsourcing partners), balancing cost, quality, and customer experience.
Define the metrics that matter for support operations, including TTR/resolution time, CSAT, customer effort (CES), quality/QA scores, cost-to-serve, and AI containment/deflection rate.
Build a rigorous quality assurance program (QA scoring, calibration, coaching feedback loops).
Own Product Feedback program in partnership with VOC: capturing, synthesizing, and prioritizing feedback surfaced through Support.
Own workforce planning, forecasting, and capacity management across in-house and outsourced/BPO teams.
Build, lead, and develop a team of operations and operational excellence managers/leads.
Requirements
12+ years of experience in Customer Support/Service, Customer Experience, or Support Operations, including significant leadership experience at the Director level or above.
Track record building and scaling support organizations inside large, high-growth technology companies, ideally B2B/B2B2C.
Direct, hands-on experience implementing AI in a support organization (virtual agent/chatbot, voice AI, agent-assist, automation).
Experience supporting multiple customer segments (SMB through Enterprise) with differentiated service models, SLAs, and channels.
Strong quantitative and analytical skills; fluent working with support/CX data and BI tools, comfortable building models (capacity, cost-to-serve, ROI) independently.
Experience with workforce management/capacity planning.