Care Escalations Manager

About the company

• Toast creates technology to help restaurants and local businesses succeed in a digital world.

Responsibilities

• Own the operating model and outcomes of the Escalations function, partnering across Customer Care and Customer Success.
• Accountable for team KPIs, driving quality resolution through technical troubleshooting.
• Lead, coach, and develop a team of Escalations Managers.
• Act as final decision maker on the most complex and high-visibility customer situations.
• Define and evolve servicing frameworks that scale with the global customer base.
• Lead continuous improvement through RCA intake processing.
• Identify, pilot, and scale AI-powered tools (AI-assisted triage, case summarization, root-cause detection).

Requirements

• 7+ years of experience in customer support, customer success, or escalations, 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 with and influencing senior/executive leadership.
• Analytical rigor: setting and reporting against SLAs, service metrics, and root-cause frameworks.
• Cross-functional leadership partnering with R&D, FinTech, Customer Success, and Legal.
• Proven success leveraging AI to automate repetitive tasks.

Conditions

• Base salary range by zone: Zone A $142,000 – $227,000; Zone B $123,000 – $197,000; Zone C $111,000 – $178,000 USD.
• Total rewards include cash compensation, equity, and benefits.
• Hybrid work model with remote option.