# Manager, Customer Care

**Company**: Toast
**Location**: Bengaluru, Karnataka
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/toast/jobs/8288350?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d1885849-b26

## Description

As a Customer Care Manager at Toast, you will actively manage a team of agents for the Payments POS Campaign.

You are responsible for the productivity and 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.

Your main goals will be to:

- 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.

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

- 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.

## Skills

### Required
- customer service
- customer support
- team management
- coaching
- problem-solving
- analytical skills
- communication skills
- CRM platforms
- ticketing systems
- knowledge management tools
- customer support technologies

### Nice to have
- restaurant
- hospitality
- retail
- point-of-sale (POS) industry
- Lean
- Six Sigma
- Kaizen
- continuous improvement methodologies
- project management
- cross-functional operational initiatives

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/toast/jobs/8288350?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)