Manager II, Customer Care Tax

<p>Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.</p> <p><em>Bready</em>* to make a change?</p> <p>As a Customer Care Tax Manager, you will actively manage a team of agents for the Payroll Tax campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Tax Team in addition to helping to improve the customer experience through the execution of department level KPIs and OKRs. You will oversee the customer journey for those experiencing Toast Payroll Tax issues with a focus on improving customer outcomes. You will work with cross-functional Internal teams such as Tax Operations, Restaurant Success, Sales, Onboarding, Enablement and R&amp;D teams to create process and support guidelines. To thrive as a Customer Care Tax Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions and outcomes,&nbsp; and excel in ambiguous environments.&nbsp;</p> <p><strong>About this </strong><strong><em>roll</em></strong><strong>*:&nbsp;</strong></p> <ul> <li>Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts&nbsp;</li> <li>Regularly evaluate employee performance and ensure accountability&nbsp; while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs&nbsp;</li> <li>Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll&nbsp;</li> <li>Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities</li> <li>Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate</li> <li>Communicate and influence new ideas for improvement with a solutions oriented mindset</li> <li>Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations</li> <li>Ensure Service Level Agreements (SLA) for tax related cases are met</li> <li>Provide subject matter expertise related to payroll and tax filing.</li> <li>Provide Payroll analytics and reporting to management</li> <li>Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes&nbsp;</li> </ul> <p><strong>Do you have the right </strong><strong><em>ingredients*</em></strong><strong>?</strong>&nbsp;</p> <ul> <li>2 +&nbsp; years of experience in the Payroll/Tax field or closely related role</li> <li>3+ years of experience performance managing and coaching as a people leader</li> <li>4+ years of experience in a role responsible for customer satisfaction and championing the customer experience</li> <li>Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management</li> <li>Experience working with Escalated Customers</li> <li>Proficient with filing original &amp; amended payroll tax returns</li> <li>Experience working with tax authorities and understanding the tax notice/resolution process end-to-end</li> <li>Solution-oriented with proven ability to drive results</li> <li>Experience working for a Payroll Service Provider&nbsp;</li> <li>Proficient in Microsoft Excel</li> </ul> <p><strong>Special Sauce* (Non-essential Skills/Nice to Haves)</strong></p> <ul> <li>Experienced with MasterTax is a plus</li> <li>FPC or CPP Certification</li> </ul> <p><strong><em>Our Spread* of Total Rewards</em></strong></p> <p>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 <a href="https://careers.toasttab.com/toast-benefits">https://careers.toasttab.com/toast-benefits</a>.</p> <p><strong><em>*Bread puns encouraged but not required</em></strong></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span data-sheets-root="1">The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our <a class="in-cell-link" href="https://careers.toasttab.com/us-pay-zones" target="_blank">Geographic Pay Zone Philosophy</a>.</span></p></div><div class="title">Zone A</div><div class="pay-range"><span>$115,000</span><span class="divider">&mdash;</span><span>$184,000 USD</span></div></div><div class="pay-input"><div class="title">Zone B</div><div class="pay-range"><span>$100,000</span><span class="divider">&mdash;</span><span>$160,000 USD</span></div></div><div class="pay-input"><div class="title">Zone C</div><div class="pay-range"><span>$90,000</span><span class="divider">&mdash;</span><span>$144,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>How Toast Uses AI in its Hiring Process</strong></p> <p data-pm-slice="1 1 []">Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: <a class="ProsemirrorEditor-link" href="https://careers.toasttab.com/ai-in-hiring">https://careers.toasttab.com/ai-in-hiring</a></p> <p><strong>Our Approach to Hybrid Working</strong><br><br>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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region:&nbsp;<a class="ProsemirrorEditor-link" href="https://careers.toasttab.com/locations-toast">https://careers.toasttab.com/locations-toast</a></p> <p><strong>People Are the Secret Ingredient in Our Recipe for Success</strong></p> <p>At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.</p> <p><strong>Apply today!</strong></p> <p>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 <a href="mailto:candidateaccommodations@toasttab.com">candidateaccommodations@toasttab.com</a>.</p> <p><em>------</em></p> <p><em>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.</em></p></div>