Manager II, Customer Care Tax

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 Key Performance Indicator’s and Objectives and Key Results. 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* (Responsibilities) 

• Educate, manage, train, coach and mentor a team of 8-10 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*? (Requirements)

• 2 +  years of experience in the Payroll/Tax field or closely related role
• 3+ years of experience performance managing and coaching, for instance as a Manager
• 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
• Experience working for a Payroll Service Provider
• Proficient in Microsoft Excel

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experienced with MasterTax is a plus
• FPC or CPP Certification