Customer Care Manager - US Payroll

Job description

Customer Care Manager - US Payroll- Job Description Location : Chennai Shifts : 24*7 Rotational Shifts 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 Manager, Customer Care- Payroll, you will actively manage a team of Customer Care Specialists supporting the Toast Payroll & Tax product. You are responsible for the productivity, engagement, and development of the members of the Customer Care Team in our Chennai, India office while serving as a subject matter resource for Payroll & Tax customer support operations. You will oversee the customer journey for restaurant operators managing payroll and tax through Toast, ensuring customers receive accurate, timely, and empathetic support. You will work closely with cross-functional teams including Payroll Operations, Tax Operations, Restaurant Success, Product, Engineering, and Onboarding to drive operational excellence and deliver a seamless customer experience. 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 Payroll & Tax workflows, 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 you'll 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 Payroll, Tax, HRIS, Financial, Accounting, or SaaS products. • Working knowledge of U.S. payroll operations, payroll processing, tax concepts, employee lifecycle, payroll adjustments, year-end activities, and payroll compliance, with the ability to coach team members and support the resolution of customer inquiries and escalations. • 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 24×7 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 leade