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) • 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. • 3+ years of experience leading teams, including performance management, coaching, employee development, and engagement. • Experience supporting or leading customer support teams for SaaS products . • Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes. • Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions. • Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first ap