Manager, Care Account Recovery

Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love.

As a Manager for Toast’s Account Recovery team, your role is pivotal in supporting the productivity, compliance, and overall success of this specialized Care function. This team is responsible for securely helping customers regain access to their accounts, including MFA resets, MFA disables, and email address changes, while upholding strict security protocols and delivering a seamless customer experience.

About this roll (Responsibilities)

• Manage, coach, and performance-monitor a team of Account Recovery Agents, ensuring accuracy, compliance, and SLA adherence.

• Train and develop team members on verification protocols, security tools, and evolving account recovery processes.

• Maintain open communication with agents, addressing concerns and ideas, and sharing insights with leadership as appropriate.

• Assist agents with challenging verification cases and oversee escalations requiring judgment in ambiguous or sensitive situations.

• Handle escalated customer issues directly from senior leadership and cross-functional stakeholders.

• Drive operational excellence by monitoring key metrics, analyzing trends, and implementing process and workflow improvements.

• Ensure compliance with data privacy, security, and regulatory requirements across all account recovery activities.

• Manage the use of Salesforce, Zendesk, authentication platforms (e.g., Okta, Duo, Authy), and related applications to ensure accurate case management and reporting.

Do you have the right ingredients? (Requirements)

• Bachelor’s degree or higher from a recognized institution.

• 5–7 years of experience in customer operations, security operations, or BP

Department: Customer Success : Customer Care : POS