Manager, Customer Care

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.