Manager II, Customer Care Tax

📋 Description

• Educate, manage, train and mentor a team of 10-12 Care Tax Experts.
• Monitor performance and customer outcomes, tracking KPIs and CSAT.
• Coach via QA or 1-on-1 sessions to improve tax support quality.
• Train on process, troubleshooting, and new product knowledge; audit workflows.
• Communicate with agents and cross-functional teams to drive improvements.
• Ensure tax-related SLAs are met and escalate when needed.

🎯 Requirements

• 2+ years in Payroll/Tax or related field.
• 3+ years leading and coaching as a people leader.
• 4+ years in roles focused on customer satisfaction.
• Strong communication, interpersonal and analytical skills with all mgmt levels.
• Experience working with escalated customers.
• Proficient in filing original and amended payroll tax returns.

🎁 Benefits

• Hybrid work model with in-person collaboration.
• Competitive total rewards: cash, benefits, equity if eligible.
• Benefits information at Toast careers site.
• DEI baked into our culture and opportunities.