Customer Onboarding Support Manager

2 weeks ago

Chennai, India Toast Full time

Job Description

- Lead and coach the Onboarding team using deep product knowledge and a customer-first mindset, in coordination with Onsite Onboarding Managers.
- Drive process improvements using data and analytics to inform decisions.
- Monitor and uphold team performance against defined SLAs for each line of business.
- Collaborate cross-functionally with Customer Success, Product, and Engineering teams to continuously improve the onboarding experience.
- Build strong relationships with your team to encourage process clarity, technical troubleshooting, and continuous learning.
- Define and track key onboarding milestones, tasks, and deadlines to ensure timely delivery.
- Provide actionable customer insights and feedback to internal teams to inform product and service enhancements.
- Maintain open communication across onsite and remote teams, proactively addressing concerns and suggestions.
- Champion professional development through regular coaching and knowledge-sharing on Toast s evolving product offerings.
- Handle escalated customer issues, including feedback from Toast s Senior Leadership Team.
- Manage tools and systems such as Salesforce, Zendesk, JIRA, and Asana for efficient team operations.

Do you have the right ingredients(Requirements)

- 2-3 years of experience in a team management or coaching role (e.g., Team Lead, Supervisor, or Manager).
- 7+ years of experience managing customer onboarding programs and delivering exceptional customer experiences.
- Proven track record of managing multiple projects across teams while ensuring strong stakeholder communication.
- Experience in building and managing dashboards to track performance and customer success metrics.
- Passion for team development and fostering a culture of growth and continuous improvement.
- Strong problem-solving skills and ability to resolve complex customer issues with professionalism.
- Background in the Restaurant, SaaS, or FinTech industries is a strong plus.

Special Sauce (Nice-to-Haves)

- Experience in the tech or SaaS industry.
- Flexibility to work with both India and US time zones.
- Ability to start in a remote setup and transition to hybrid (2 days/week in office).

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