About this role
Customer Care Manager - Kitchen
Location : Chennai
Mode : 24*7 Rotational shifts & Rotational week offs
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.
As a Customer Care Manager, you will actively manage a team of agents for the Kitchen campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Chennai, 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 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 payroll, tax, product, and customer escalations, ensuring timely resolution while balancing customer experience and business requirements.
• Partner with 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.