Related skills
data analysis customer success process improvement leadership operations📋 Description
- Manage and develop a team of 10–12 Account Operations Advisors.
- Drive SLA, CSAT, productivity, and schedule adherence with data.
- Hire, interview, and train new agents for high performance.
- Escalate complex issues as final point of managerial support.
- Lead multi-channel (phone, chat, email) customer interactions.
- Lead or contribute to projects: SOPs, quality scoring, efficiency.
🎯 Requirements
- 5+ years in customer support.
- 2+ years leading and managing teams.
- Excellent communication and conflict resolution.
- Proven track record driving operational improvement.
- Strong data literacy with SLA, AHT, CSAT metrics.
- Relentless problem-solver with high accountability.
🎁 Benefits
- Hybrid work model balancing in-person collaboration and flexibility.
- Total rewards include cash, benefits, and equity (if eligible).
- Benefits page: https://careers.toasttab.com/toast-benefits
- Accommodations available for applicants.
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