Manager, Customer Care - Kitchen

As a Customer Care Manager at Toast, 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.

Your main responsibilities include:

• Managing, coaching, and developing a team of Customer Care Specialists
• Monitoring attendance, schedule adherence, productivity, and overall performance
• Providing regular coaching, feedback, and performance development
• Training and developing team members on product functionality, customer handling skills, and troubleshooting techniques
• Fostering an engaging and collaborative team environment
• Monitoring team performance across key operational metrics
• Identifying operational trends, recurring customer pain points, and process improvement opportunities

To thrive as a Customer Care Manager at Toast, you should have:

• 12+ years of experience in customer service, customer support, or customer success roles
• 6+ years of experience leading teams
• Experience supporting or leading customer support teams for SaaS products
• Strong operational leadership skills
• Strong analytical, coaching, and problem-solving skills
• Experience managing customer escalations with professionalism and sound judgement
• Ability to prioritise multiple operational demands and perform effectively in a fast-paced environment
• Excellent verbal and written communication skills
• Experience working with CRM platforms, ticketing systems, and customer support technologies

We offer a competitive compensation and benefits package, including:

• Great earnings potential
• Means to a healthy lifestyle with flexibility to meet changing needs

Our culture values authenticity, respect, and humility, and we strive to build a strong culture of connection.