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Define and execute the global support strategy while owning key international KPIs such as CSAT, NPS, and cost‑per‑case. Lead, scale, and mentor a diverse, multi‑regional team of 100+ staff, and serve as the senior escalation point for strategic accounts. Partner with Product, Engineering, Sales and Customer Success to embed the international customer voice into product roadmaps and process improvements.
10+ years in technical support or customer care operations with at least 7 years leading large, multi‑regional teams (100+ people). Proven experience in high‑growth SaaS/Fintech (or SaaS + hardware) environments, strong data‑driven decision‑making, and executive‑level communication skills. Demonstrated ability to scale operations, drive cultural accountability, and act as a change agent.
The role ensures a world‑class experience for a rapidly expanding international customer base, directly impacting satisfaction, retention, and revenue growth. By shaping strategy, metrics, and cross‑functional feedback loops, the Senior Director aligns support operations with the company’s overall growth objectives and product quality goals.
A humble, empathetic leader with strong executive presence who thrives on building high‑performing, inclusive teams in fast‑paced fintech settings. Someone who loves data, enjoys influencing C‑level stakeholders, and excels at turning rapid growth challenges into scalable, customer‑centric solutions.
We are seeking a dynamic, operational leader to join our Care leadership team as the Senior Director, International Customer Care. In this role, you will shape the long-term, global care strategy for our rapidly expanding international customer base.
We are looking for a humble, empathetic, and data-driven people leader who encompasses Toast’s Values and has deep experience building and leading large teams in a fast-paced customer success/support environment. The ideal candidate will have the executive presence to implement a clear vision, drive continuous process improvements, and inspire a high-performing international organization. If you are passionate about customer advocacy, operational rigor, and leading teams through international growth, read on!
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
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.
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