Senior Director, International Customer Care

The full job description

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! A day in the life (Responsibilities) • Strategic Leadership: Define and execute the international support strategy aligned with company growth objectives, regional customer expectations, and product complexity. • Team Scaling & Development: Lead, inspire, and develop a diverse, high-performing international team. Actively recruit and build a strong talent pipeline, while providing mentorship to subordinate leaders to maintain a robust culture of career development and succession planning. • Operational Excellence: Own and continuously improve global KPIs, including CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency across international markets. • Process & Tool Optimization: Design and optimize tiered support models, coverage structures, and escalation frameworks. Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support effectively. • Executive Engagement: Serve as the senior point of escalation for strategic international accounts. Build trusted, transparent relationships with senior customer stakeholders and work directly with customers when needed to ensure an exceptional experience. • Cross-Functional Collaboration: Partner with Product, Engineering, Sales, and Customer Success to drive root-cause analysis, product quality improvements, and create internal feedback loops that amplify the international customer voice to influence product roadmaps. • Culture Ambassador: Cultivate a culture of accountability, empathy, inclusion, and continuous improvement. Be a champion for Toast culture, ensuring a trusting, collaborative, and fun environment across regions. What you'll need to thrive (Requirements) • Experience: 10+ years in technical support or customer care operations, with 7+ years leading large, multi-regional teams (100+ staff) in a fast-paced, high-growth environment. • Leadership: Proven experience as a people leader hiring coaching developing high performing teams and leaders at all levels. Strong culture carrier linking company strategy to the team execution. • Industry Domain: Experience in a high-growth SaaS, Fintech, and/or SaaS + hardware environment (IoT, connected devices, or restaurant/retail tech strongly preferred). • Scaling Track Record: Proven success scaling support operations during periods of rapid growth. • Data-Driven Mindset: Expert in interpreting dashboards, metrics, and analytics to make strategic decisions, drive process optimization, and improve performance. • Change Agent: A true leader who anticipates future opportunities and challenges, with a proven ability to push through new ways of thinking and navigate conflicting views across multiple levels of the organization. • Communication & Presence: Exceptional communication, presentation, and executive presence; proven ability to influence at the C-level both internally and externally with customers. • Relationship Builder: Respected and trusted leader with a reputation for building rapid rapport, fostering collaboration, and driving simplicity and speed in execution. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new A