Job Description

Now, more than ever, the Toast team is committed to our customers. We\xe2\x80\x99re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we\xe2\x80\x99ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. Are you bready* for a change? As the Manager of Enterprise Applications Support, you will manage the Tier-3 of the Production Support function for our Enterprise Applications Team. You will collaborate with business stakeholders to scope and implement new initiatives, streamline, automate, and simplify processes and educate employees on the effective use of the technologies and processes necessary for the business to operate.You will lead the team responsible for handling all inbound technical support needs of our fellow Toasters for our enterprise applications (Salesforce, NetSuite, Workato, DocuSign, etc). This role is responsible for (1) leading the team to provide high quality, responsive support and timely issue resolution for Toast\xe2\x80\x99s employees, (2) developing and implementing process improvements to deliver a best-in-class support experience at scale, (3) managing a scrum team responsible for implementing bug fixes and regular system enhancements, and (4) training and developing team members to excel in their roles and advance their careers at Toast. In this roll* you will:

• Lead and oversee all aspects of the Tier- 3 Applications Support Team\xe2\x80\x99s processes, policies, and operational execution consisting of employees and contractors responsible for 16x5 support
• Work with product ownership to manage and prioritize the team\xe2\x80\x99s product backlog
• Lead the team to design and implement solutions with a focus on adhering to industry leading practices and code quality techniques
• Ensure quick response and timely resolution of customer issues
• Communicate with senior leadership to ensure their teams are getting the support experience they expect
• Identify opportunities to innovate and automate processes; drive the support function to become more scalable as the business continues to grow at a rapid pace
• Establish team KPIs and goals and effectively manage the team to achieve those goals
• Hire, develop, and retain high performing and customer focused support employees
• Oversee incident management process and lead RCA creation
• Facilitate release planning and capacity planning for team\xe2\x80\x99s initiatives
• Manage relationships with Product vendors and System Integrators.

Do you have the right ingredients*? (Requirements)

• 7+ years working in a technical role
• 5+ years of technology support leadership experience
• Experience managing/supporting SaaS CRM and ERP enterprise software suites
• Strong communication skills with experience communicating complex issues to customers and internal leadership
• Detailed oriented and good with numbers; experience establishing KPIs and leading teams to hit metric-driven goals and SLAs
• Experience growing teams and implementing systems and processes that scale
• Strong customer service mindset with a desire to deliver high quality service
• Experience driving process improvement and change throughout an organization

A pinch of salt: (bonus ingredients)

• Experience administering any of the following enterprise applications: Salesforce, ServiceNow, Docusign, Netsuite
• Experience using ServiceNow or similar tool
• Experience using Jira or similar
• Experience in Agile methodologies

We are Toasters Diversity, Equity, and Inclusion is Baked into our Recipe for Success. At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds. The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals. Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry. Bready* to make a change? 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 candidateaccommodations@toasttab.com.