Manager II, Customer Care Tax

📋 Description

• Educate, manage, train and mentor a 10-12 person Care Tax team
• Regularly evaluate performance and monitor KPIs (productivity, CSAT)
• Oversee customer journey for Payroll Tax issues to improve outcomes
• Train team on process, troubleshooting, and new product knowledge
• Maintain open communication with agents and relay concerns
• Ensure SLAs for tax cases are met

🎯 Requirements

• 2+ years in Payroll/Tax field
• 3+ years coaching as a people leader
• 4+ years in roles responsible for customer satisfaction
• Strong communication, interpersonal and analytical skills
• Proficient with filing original and amended payroll tax returns
• Proficient in Microsoft Excel

🎁 Benefits

• Competitive compensation and benefits with total rewards
• Benefits include potential equity if eligible
• Hybrid work model supporting collaboration
• Inclusive accommodations in hiring process
• Learn more about benefits at the Toast careers site