Manager - Customer Care

Job description

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 Payments POS Campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Bengaluru, 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/Experts 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 POS payments processes and customer escalations, ensuring timely resolution while balancing customer experience and business requirements. • Partner with different LOB’s like Kitchen, 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 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 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts. Non-essential Skills/Nice to Have: • 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. 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