Customer Care Operations Manager

3 weeks ago


Bengaluru, Karnataka, India Toast Full time
About this Role

As a Customer Care Manager at Toast, you will play a pivotal role in supporting the productivity goals and overall success of our Care Team. This team is responsible for managing the customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast.

Responsibilities
  • Utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively.
  • Train and develop 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.
  • Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles.
  • Actively seek and embrace coaching opportunities to enhance individual and team performance.
  • Handle escalated customer issues directly from the Senior Leadership Team.
  • Manage the use of Salesforce.com, Netsuite, and all related applications.
Requirements
  • A minimum of three years of education in any area, or any other related discipline.
  • 1-2 years of experience in performance managing and coaching, such as a Team Lead, Supervisor, or Manager.
  • 5+ 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.
  • A genuine commitment to nurturing the professional growth and development of team members.
  • Proven ability to address intricate customer issues promptly and with the utmost professionalism.
  • Restaurant, SaaS, or FinTech experience is a plus.
Special Sauce
  • Experience answering incoming Chats and ticketing systems.
  • Experience working in the tech industry or for a SaaS company.
  • Open to schedules that may include weekends, holidays, and nights.

We are 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 candidateaccommodations@toasttab.com.


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