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Toast is seeking a Manager of Customer Care to lead a team of customer support specialists in Bengaluru, India, supporting the Payments POS platform. In this role, you will manage team productivity, performance, and well-being while serving as a subject matter expert for operations. You'll oversee the customer journey for users experiencing Toast issues and collaborate with cross-functional teams including Restaurant Success, Sales, and Onboarding to develop process and support guidelines.
Key responsibilities include managing and coaching a team of Customer Care Specialists/Experts, monitoring attendance, schedule adherence, productivity, and performance metrics (CSAT, Quality, SLA attainment, Resolution Time). You will provide regular coaching and feedback through Quality Assurance reviews, one-on-ones, and real-time coaching to improve customer experience. You'll train team members on product functionality, customer handling skills, troubleshooting, compliance, and new releases.
You will foster an engaging team environment through open communication and career development support. You'll assist with complex POS payment processes and customer escalations, ensuring timely resolution while balancing customer experience and business needs. You'll partner with multiple lines of business (Kitchen, Payroll Operations, Tax Operations, Product, Engineering) to resolve issues and improve support processes.
Additionally, you'll identify operational trends and recurring pain points, communicate process improvement recommendations, ensure compliance with support processes and data privacy requirements, and support business readiness initiatives including adoption of new tools and AI-enabled support capabilities.
Required qualifications: 7+ years in customer service, support, or success roles with strong focus on customer satisfaction; 3+ years leading teams including performance management, coaching, and employee development; experience supporting SaaS products; strong operational leadership, analytical, and problem-solving skills; ability to manage escalations professionally; excellent communication and cross-team collaboration; experience with CRM platforms, ticketing systems, and support technologies; openness to 24×7 shift timings including rotational schedules, weekends, holidays, and night shifts.
Nice-to-have skills include restaurant/hospitality/POS industry experience, participation in product launches or operational readiness initiatives, familiarity with Lean/Six Sigma/Kaizen methodologies, facilitation of calibration sessions, workforce management knowledge, and professional certifications in leadership or operational excellence.
