Urgent Search Manager, Customer Care

Manager Customer Care - Night Shift Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best growing the businesses they love As a Customer Care Manager your role is pivotal in driving the productivity efficiency and success of this critical Care Team This team is responsible for managing the Toast customer journey during issue resolution with the ultimate goal of strengthening our customers relationship with Toast Working Model Shift Details Shifts Rotational including weekends and holidays within a 24x7 support structure Initial 6 months Work from Office Chennai Post-training Hybrid 3 days onsite 2 days remote What Sets You Apart We re not just looking for experience-we re looking for mindset You should be Flexible Comfortable with night shifts rotating schedules and evolving business needs Versatile Able to support across multiple channels-chat voice and tickets Adaptable Open to learning new systems and embracing evolving technologies Collaborative Ready to work across teams and adjust to leadership or process changes Committed Focused on delivering consistent results that meet SLAs and KPIs Proactive Willing to upskill cross-train and take on additional responsibilities About this Roll Responsibilities Leverage product knowledge and customer service expertise to coach and guide the team in handling chats calls and casework effectively Train and develop the team on processes technical troubleshooting and product knowledge Maintain open communication with agents addressing concerns and relaying feedback appropriately Facilitate professional development for yourself and your team by staying updated on Toast s hardware software and training resources Seek out and embrace coaching opportunities to enhance performance Handle escalated customer issues including those from the Senior Leadership Team Manage the use of Salesforce com and other related applications Do You Have the Right Ingredients Requirements A minimum of a three-year degree in any discipline or related field 2 years of experience managing and coaching teams as a Team Lead Supervisor or Manager 8 years of experience in roles focused on customer satisfaction and championing the customer experience Demonstrated ability to operate independently and manage competing priorities in a fast-changing environment A genuine commitment to nurturing the professional growth of team members Strong ability to resolve complex customer issues promptly and professionally Experience in Restaurant SaaS or FinTech industries is a plus Special Sauce Nice to Haves Experience handling incoming chats and working with ticketing systems Prior experience in the tech or SaaS industry Flexibility to work schedules that may include weekends holidays and nights We Are Toasters Diversity Equity and Inclusion are baked into our recipe for success At Toast our employees are our secret ingredient When they thrive Toast thrives The restaurant industry is one of the most diverse industries and we celebrate that diversity We believe authenticity inclusivity respect trust and humility are the keys to achieving our goals By embedding inclusivity into our culture and equity into our design we create opportunities for all while striving to remain best-in-class across the industry Bready to Make a Change Apply Today Toast is committed to an accessible and inclusive hiring process If you need a reasonable accommodation to access the job application or interview process please contact us Diversity Equity and Inclusion is Baked into our Recipe for Success At Toast our employees are our secret ingredient-when they thrive we thrive The restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs Our goal is to build a strong culture of connection as we work together to empower the restaurant community To learn more about how we work globally and regionally check out Apply today Toast is committed to creating an accessible and inclusive hiring process As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process If you need an accommodation to access the job application or interview process please contact For roles in the United States It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment An employer who violates this law shall be subject to criminal penalties and civil liability