Manager, Customer Care

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. 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)