Senior Engineering Manager, Support & Account

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. As a Senior Manager for Support Center & Communications (SCC) and Pricing Experience, you will lead the strategy and execution behind Toast’s self-service support ecosystem and account management experiences, shaping how customers understand, manage, and resolve issues across their relationship with Toast. You will guide the evolution of our Support Center, communications platform, and billing and pricing experiences while partnering closely with product, design, engineering, support, and finance teams to deliver seamless, scalable solutions. Working across the customer lifecycle—from awareness and understanding to action and resolution—you will empower customers to self-serve with confidence while using AI and automation to better understand customer context and surface relevant insights across support, billing, and account experiences. You will ensure clarity, consistency, and trust in how Toast communicates and charges for its products. Your leadership will drive improvements in customer experience, operational efficiency, and revenue integrity across some of Toast’s most critical customer-facing systems. A day in the life (Responsibilities) Lead the technical vision and execution for Toast’s Support Center, communications platform, and pricing and billing experiences, driving measurable improvements in customer self-service and operational efficiency. Create leverage across product, support, and business teams by building scalable systems for self-service support, proactive communications, and account management. Apply AI and automation to support and account experiences, enabling better understanding of customer context (e.g., support history, knowledge, billing, and subscriptions) and surfacing relevant insights, actions, and guidance. Break down complex, cross-functional initiatives into clear, incremental milestones that deliver meaningful customer and business outcomes. Establish and uphold technical standards, architecture patterns, and best practices across the organization. Coach and mentor engineers and managers, helping them grow technically and as leaders. Operate effectively in a fast moving environment where experimentation, iteration, and platform stability must coexist. What you'll need to thrive (Requirements) 5+ years of experience leading high-performing product, platform, or customer experience teams in complex, cross-functional environments. Strong background in full-stack systems, with experience building customer-facing applications that integrate with a wide range of backend services, platforms, and data systems. Proven experience owning and scaling customer-facing platforms or systems that span multiple teams and touchpoints. Ability to translate broad, ambiguous strategic goals into clear roadmaps and execution plans. Demonstrated success partnering with product stakeholders to drive measurable outcomes Strong communication and leadership skills with experience influencing senior technical and product leaders and aligning teams around shared goals Track record of building inclusive, high-ownership teams and developing talent. Bonus Ingredients (Nice to Haves)* Experience leading teams that sit at the intersection of customer-facing platforms and internal systems such as support, communications, or billing. Background in experimentation driven product development or optimizing customer journeys through data-driven experimentation. #LI-HYBRID #BI-Hybrid 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 r