Manager, Customer Care - Kitchen

Summary

Join Toast as a Customer Care Manager on the night shift and play a pivotal role in supporting the productivity and success of the customer care team. You will utilize your extensive product knowledge and customer service expertise to manage and coach the team in handling customer inquiries effectively. Responsibilities include training and developing the team, maintaining open communication, facilitating professional development, handling escalated issues, and managing Salesforce.com. The role requires a minimum of a three-year degree, 1-2 years of performance management experience, and 7+ years of customer satisfaction experience. The position is initially remote, transitioning to a hybrid model with two days in the office per week. The night shift operates from 10:00 PM - 6:30 AM IST or 3:00 AM - 11:00 AM IST.

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, Chennai | 5 day working (Rotational in days & time)
• Open for two shifts with a remote work arrangement initially, transitioning to two days in the office per week once logistics are established