Toast

Manager II, Customer Care Tax

Work from home

Remote role where the employee must remain based in a particular country.

United States only

From the employer's advert: 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.

Employer listed it 5 days ago · Added 2 days ago

First listed 5 days ago and still open.

Salary

$115,000 to $184,000

Location

United States only

Timezone

Not stated

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs.
Contract: Not mentioned in the advert
Experience asked for: 2 + years of experience in the Payroll/Tax field or closely related role
Pay: We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry.

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote, Remote - USA"

What Nomaders makes of it

Residency required in United States
Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a nice-to-have

“Experienced with MasterTax is a plus”

Questions worth asking: Nomaders interpretation

The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

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.

Bready * to make a change?

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&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, and excel in ambiguous environments.

About this roll *:

Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts

Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs

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

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

Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate

Communicate and influence new ideas for improvement with a solutions oriented mindset

Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

Ensure Service Level Agreements (SLA) for tax related cases are met

Provide subject matter expertise related to payroll and tax filing.

Provide Payroll analytics and reporting to management

Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes

Do you have the right ingredients* ?

2 + years of experience in the Payroll/Tax field or closely related role

3+ years of experience performance managing and coaching as a people leader

4+ years of experience in a role responsible for customer satisfaction and championing the customer experience

Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management

Experience working with Escalated Customers

Proficient with filing original & amended payroll tax returns

Experience working with tax authorities and understanding the tax notice/resolution process end-to-end

Solution-oriented with proven ability to drive results

Requirements

·2 + years of experience in the Payroll/Tax field or closely related role
·3+ years of experience performance managing and coaching as a people leader
·4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
·Demonstrated strong communication, interpersonal and analytical skills including ability to work with all levels of Management
·Experience working with Escalated Customers

Benefits

No benefits package published with this listing. Ask about it at first interview.

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Toast, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 3d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.