Manager, Customer Care - Payroll

Partner with Payroll Operations, Tax Operations, Product, Engineering, Restaurant Success, and other cross-functional teams to resolve customer issues and improve support processes.

Identify operational trends, recurring customer pain points, and process improvement opportunities, communicating recommendations with a solutions-oriented mindset.

Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines.

Support business readiness initiatives, process changes, and the adoption of new tools, technologies, and AI-enabled support capabilities.

What you'll need to thrive (Requirements)

7+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.

3+ years of experience leading teams, including performance management, coaching, employee development, and engagement.

Experience supporting or leading customer support teams for Payroll, Tax, HRIS, Financial, Accounting, or SaaS products .

Working knowledge of U.S. payroll operations, payroll processing, tax concepts, employee lifecycle, payroll adjustments, year-end activities, and payroll compliance , with the ability to coach team members and support the resolution of customer inquiries and escalations.

Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes.

Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions.

Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach.

Ability to prioritise multiple operational demands and perform effectively in a fast-paced, constantly evolving environment.

Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams.

Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies.

Open to 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts.

Non-essential Skills/Nice to Haves

Experience supporting the restaurant, hospitality, retail, or point-of-sale (POS) industry.

Experience participating in new product launches, pilot programs, or operational readiness initiatives.

Exposure to Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.

Experience facilitating calibration sessions, quality reviews, and coaching workshops.

Working knowledge of workforce management and capacity planning principles.

Experience contributing to knowledge management, SOP creation, or training content development.

Demonstrated success leading employee engagement, recognition, or culture-building initiatives.

Exposure to project management or cross-functional operational initiatives.

Professional certifications in leadership, coaching, project management, or operational excellence.

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 .

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy