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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading escalations teams, driving quality resolution through technical troubleshooting, and leveraging AI to enhance productivity. Proven ability to influence senior leadership and manage complex customer situations while fostering team development and continuous improvement.
Highest-signal resume keywords
Customer Support ManagementEscalations LeadershipCross-Functional CollaborationAI ImplementationSLA and Service Metrics Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingRoot-Cause AnalysisPerformance MetricsEscalation FrameworksIncident Management
Soft Skills
LeadershipCoachingInfluencingProblem-SolvingAdaptability
Tools & Technologies
JiraSalesforceFirehydrantAI-Powered Tools
Industry Keywords
SaaSFinTechCustomer SuccessHospitalityVertical SaaS
About the role
Key responsibilities & impact- Lead Toast’s Escalations organization across Boston, Omaha, and remote offices, including Escalations Managers and Care Escalations Advisors
- Own the Escalations operating model and outcomes, reducing time to resolution and preventing recurring issues
- Own team KPIs and drive quality resolution through technical troubleshooting and partnership with Toast teams
- Prepare weekly and monthly business review insights
- Lead, coach, and develop Escalations Managers, overseeing performance, career growth, competencies, culture, and change
- Act as final decision maker for complex and high-visibility customer situations raised to senior leadership or top-tier customers
- Set escalation thresholds and judgment standards and represent Toast to executive and customer leadership
- Define and evolve servicing frameworks for Toast’s growing global customer base
- Lead the Continuous Improvement funnel through root-cause-analysis intake using escalation insights
- Identify, pilot, and scale AI-powered tools such as AI-assisted triage, case summarization, and root-cause/pattern detection
- Partner with Customer Success, Care, Product, Engineering, and Legal to resolve complex issues and drive systemic fixes
Requirements
What you’ll need- 7+ years of experience in customer support, customer success, or escalations, including 3+ years managing managers or a multi-team organization
- Track record building or scaling escalations or executive-response functions in a high-growth SaaS or technology environment
- Experience communicating directly with and influencing senior/executive leadership on complex customer situations
- Experience setting and reporting against SLAs and service metrics and building root-cause frameworks
- Ability to lead through ambiguity and competing priorities in a fast-changing environment
- Cross-functional leadership experience partnering with R&D, FinTech, Customer Success, and Legal to resolve complex technical customer issues
- Proven success leveraging AI to automate repetitive frontline tasks and demonstrate improved productivity and service results
- Experience in restaurant, hospitality, vertical SaaS, or fintech serving SMBs is a nice-to-have
- Experience with incident- or case-management tooling such as Jira, Salesforce, or Firehydrant is a nice-to-have
- Experience managing people managers within a 24/7 or multi-site support organization is a nice-to-have
Benefits
Comp & perks- Competitive compensation and benefits programs
- Cash compensation, including overtime and bonus/commissions if eligible
- Equity
- Benefits supporting a healthy lifestyle
- Flexible benefits to meet changing needs
- Hybrid work model valuing individual needs
- Reasonable accommodations for persons with disabilities during hiring