Manager, Customer Care

Customer Care Manager - 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 Bready to make a change As a Customer Care Manager you will actively manage a team of agents for the Enterprise campaign You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Omaha Nebraska office and will act as a Subject Matter Expert for Operations You will oversee the customer journey for those experiencing Toast Enterprise 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 Operational Hours Open for two shifts with transitioning to three days in the office per week Open to rotational shifts that may include weekends holidays and nights Hybrid Chennai - 5 day working Rotational in days time Night Shift - 6 00 AM - 3 00 AM IST OR 2 00 PM - 11 00 PM About this roll Responsibilities Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support Train and develop members of 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 Communicate and influence new ideas for improvement with a solutions oriented mindset Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations Do you have the right ingredients Requirements 8 years of experience performance managing and coaching for instance a Team Lead 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 Experience solving complex customer issues with a sense of urgency and professionalism Special Sauce Non-essential Skills Nice to Haves Experience answering incoming phone calls and ticketing systems Experience working in the tech industry or for a SaaS company Open to schedules that may include weekends holidays and nights POS technical understanding with net we working devices and connectivity Our Spread of Total Rewards We strive to provide competitive compensation and benefits programs that help to attract retain and motivate the best and brightest people in our industry Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs Learn more about our benefits at Bread puns encouraged but not required 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