Customer Care Manager

Summary

Join Toast as a Customer Care Manager and lead a team dedicated to resolving customer issues and enhancing their experience with the Toast platform. This role involves managing and coaching a team of customer care agents, providing training and development, handling escalated issues, and ensuring the team's professional growth. The position requires extensive product knowledge, strong customer service skills, and experience in performance management and coaching. The ideal candidate will have a proven track record of addressing complex customer issues promptly and professionally, and a genuine commitment to fostering a positive and supportive team environment.

Requirements

• A minimum of three year degree in any area, or any other related discipline
• 1-2  years of experience performance managing and coaching, for instance a Team Lead, Supervisor or Manager
• 7+  years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• A genuine commitment to nurturing the professional growth and development of team members
• Proven ability to address intricate customer issues promptly and with the utmost professionalism

Responsibilities

• Utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively
• Train and develop the team on process, technical troubleshooting, and new product knowledge
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles
• Actively seek and embrace coaching opportunities to enhance individual and team performance
• Handle escalated customer issues directly from the Senior Leadership Team
• Manage the use of Salesforce.com and all related applications

Preferred Qualifications

• Restaurant, SaaS or FinTech experience is a plus
• Experience answering incoming Chats and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights

Benefits

• Hybrid, Bangalore - RMZ Millenia | 5 day working (Rotational in days & time)
• Night Shift - 10:00 PM - 6:30 AM IST OR 3:00 AM - 11:00 AM IST