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Own and evolve the Escalations operating model, set resolution frameworks, and act as the final decision‑maker on the most complex, high‑visibility customer issues. Lead, coach, and develop Escalations Managers while driving continuous‑improvement initiatives and AI‑powered tooling. Deliver KPI reporting and business review insights to senior leadership.
7+ years in customer support, success or escalations with at least 3 years managing managers or multi‑team groups, and must reside in the Omaha, NE area. Proven track record scaling escalations in a high‑growth SaaS/tech environment, influencing senior leadership, and applying analytical rigor to SLAs and root‑cause analysis. Experience with cross‑functional collaboration and AI automation is required.
The role safeguards Toast’s reputation by ensuring the fastest, highest‑quality resolution of critical customer problems, directly impacting customer satisfaction and retention. It also feeds insights back to product, engineering, and legal to prevent recurring issues, driving systemic improvements across the business.
A seasoned leader who thrives in fast‑changing, ambiguous environments, enjoys influencing executives, and builds high‑performing teams. Ideal for someone with strong analytical skills, a passion for AI‑enabled efficiency, and experience navigating complex technical and legal customer challenges.
Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week.
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
A day in the life
The Senior Manager of Escalations, reporting to the Director of Escalations, will lead the Toast's Escalations organization across Boston, Omaha, and remote offices — including its Escalations Managers and Care Escalations Advisors. This role delivers the operating frameworks, resolution and quality outcomes and executive-facing accountability for how Toast handles its most complex and highest-visibility customer issues, and partners across Customer Success, Care, Product, Engineering and Legal to close the loop from individual case to systemic fix.
What you'll do (Responsibilities)
What you'll need to thrive (Requirements)
What will help you stand out (Non-essential Skills/Nice to Haves)
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.
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
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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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. An employer who violates this law shall be subject to criminal penalties and civil liability.
