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Manager - Customer Care
Customer Service Call Centre
Company shared salary
NA
Market rate
₹80,000–₹150,000/mo (₹960,000–₹1,800,000/yr)
Based on similar roles (title + domain + location).
About the Company
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
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.
Requirements
- ● 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.
- ● Have 3+ years of experience leading teams, including performance management, coaching, employee development, and engagement.
- ● Have experience supporting or leading customer support teams for SaaS products.
- ● Have strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established
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