Senior Manager, Enterprise Applications Support

Remote

Job Description / Skills Required

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.

About this roll* (Responsibilities) 

As the Senior Manager of Enterprise Applications Support, you will lead the Production Support function for our Enterprise Applications Team. You will lead a three-tiered, fully-remote 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’s 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.

Do you have the right ingredients*? (Requirements)

  • Lead and oversee all aspects of the Applications Support Team’s processes, policies, and operational execution
  • Lead a 3-tiered support team consisting of employees and contractors responsible for 16×5 support
  • 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

Do you have the right ingredients*? (Requirements)

  • 8+ 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

Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required

#LI-REMOTE

#LI-196988036_SH1

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$158,000—$253,000 USD

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 [email protected].