Customer Care Manager- Kitchen

Customer Care Manager - Kitchen

Location : Chennai

Mode : 24*7 Rotational shifts & Rotational week offs

Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love.

As a Customer Care Manager you will actively manage a team of agents for the Kitchen campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Chennai India office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast issues throughout the care experience while working with cross-functional Internal teams such as Restaurant Success Sales and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast you are resilient motivated to coach a team on delivering high quality customer interactions and excel in ambiguous environments.

To thrive as a Customer Care Manager at Toast you are resilient passionate about coaching high-performing teams comfortable leading in a fast-paced SaaS environment and motivated to deliver exceptional customer outcomes while continuously improving team performance.

A day in the life (Responsibilities)

• Manage coach and develop a team of Customer Care Specialists while monitoring attendance schedule adherence productivity and overall performance.
• Provide regular coaching feedback and performance development through Quality Assurance reviews One-on-One sessions and real-time coaching to improve customer experience and operational performance.
• Train and develop team members on product functionality customer handling skills troubleshooting techniques compliance expectations and new product releases.
• Foster an engaging and collaborative team environment by maintaining open communication encouraging feedback and supporting career development.
• Monitor team performance across key operational metrics including CSAT Quality Productivity SLA attainment Resolution Time and Schedule Adherence driving action plans where needed.
• Assist team members with complex payroll tax product and customer escalations ensuring timely resolution while balancing customer experience and business requirements.
• Partner with Payroll Operations Tax Operations Product Engineering Restaurant Success and other cross-functional teams to resolve customer issues and improve support processes.
• Identify operational trends recurring customer pain points and process improvement opportunities communicating recommendations with a solutions-oriented mindset.
• Ensure compliance with established support processes quality standards data privacy requirements and operational guidelines.
• Support business readiness initiatives process changes and the adoption of new tools technologies and AI-enabled support capabilities.

What youll need to thrive (Requirements)

• 7 years of experience in customer service customer support or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.
• 3 years of experience leading teams including performance management coaching employee development and engagement.
• Experience supporting or leading customer support teams for SaaS products.
• Strong operational leadership skills with the ability to drive quality productivity customer satisfaction SLA attainment and adherence to established support processes.
• Strong analytical coaching and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions.
• Experience managing customer escalations with professionalism urgency and sound judgement while maintaining a customer-first approach.
• Ability to prioritise multiple operational demands and perform effectively in a fast-paced constantly evolving environment.
• Excellent verbal and written communication skills with the ability to influence coach and collaborate across teams.
• Experience working with CRM platforms ticketing systems knowledge management tools and customer support technologies.
• Open to 247 shift timings and schedules that may include rotational week-offs weekends holidays and night shifts.

Non-essential Skills/Nice to Haves

• Experience supporting the restaurant hospitality retail or point-of-sale (POS) industry.
• Experience participating in new product launches pilot programs or operational readiness initiatives.
• Exposure to Lean Six Sigma Kaizen or other continuous improvement methodologies.
• Experience facilitating calibration sessions quality reviews and coaching workshops.
• Working knowledge of workforce management and capacity planning principles.
• Experience contributing to knowledge management SOP creation or training content development.
• Demonstrated success leading employee engagement recognition or culture-building initiatives.
• Exposure to project management or cross-functional operational initiatives.
• Professional certifications in leadership coaching project management or operational excellence.

Our Spread* of Total Rewards

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 at Toast

At Toast one of our company values is that were 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; its 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 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. To learn more: 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: Equity and Inclusion is Baked into our Recipe for Success

At Toast our employees are our secret ingredientwhen they thrive we restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

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 restaurant community. To learn more about how we work globally and regionally check out: 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 .

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