Manager, Care Account Operations

Toast is driven by building the restaurant platform that assists restaurants in adapting gaining control and returning to what they do best building the businesses they love As a Manager for Toast s Account Recovery team your role is pivotal in supporting the productivity compliance and overall success of this specialized Care function This team is responsible for securely helping customers regain access to their accounts including MFA resets MFA disables and email address changes while upholding strict security protocols and delivering a seamless customer experience About this roll Responsibilities Manage coach and performance-monitor a team of Account Recovery Agents ensuring accuracy compliance and SLA adherence Train and develop team members on verification protocols security tools and evolving account recovery processes Maintain open communication with agents addressing concerns and ideas and sharing insights with leadership as appropriate Assist agents with challenging verification cases and oversee escalations requiring judgment in ambiguous or sensitive situations Handle escalated customer issues directly from senior leadership and cross-functional stakeholders Drive operational excellence by monitoring key metrics analyzing trends and implementing process and workflow improvements Ensure compliance with data privacy security and regulatory requirements across all account recovery activities Manage the use of Salesforce Zendesk authentication platforms e g Okta Duo Authy and related applications to ensure accurate case management and reporting Do you have the right ingredients Requirements Bachelor s degree or higher from a recognized institution 5-7 years of experience in customer operations security operations or BPO shared services with at least 2 years in a people management role Proven ability to address complex customer issues and manage sensitive escalations Success operating independently and navigating competing priorities in a fast-paced evolving environment Genuine commitment to nurturing the professional growth and development of team members Strong analytical and problem-solving skills with the ability to use data to drive decisions and improvements Familiarity with identity verification tools CRMs e g Salesforce Zendesk and authentication platforms e g Okta Duo Authy Flexibility to work in rotating shifts including evenings weekends and holidays aligned with U S business hours Your Secret Sauce Competencies Lead coach and develop a high-performing team Build and maintain SOPs and secure workflows Make sound decisions under pressure Balance security with excellent customer experience Use data to drive process improvements Collaborate effectively and adapt to change Handle sensitive data with integrity Comfortable with CRMs and authentication tools Toast s Recipe for Success Shift Details This role follows a rotational shift schedule including evenings weekends and holidays Training and onboarding will be onsite At Toast we work in a hybrid model with a minimum of 2 days in office For the first 12 months after go-live we ll ask you to be onsite at least 3 days a week to ensure strong collaboration and support Diversity Equity and Inclusion is Baked into our Recipe for Success At Toast our employees are our secret ingredient-when they thrive we thrive The restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs Our goal is to build a strong culture of connection as we work together to empower the restaurant community To learn more about how we work globally and regionally check out Apply today Toast is committed to creating an accessible and inclusive hiring process As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process If you need an accommodation to access the job application or interview process please contact For roles in the United States It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment An employer who violates this law shall be subject to criminal penalties and civil liability