Customer Care Manager
2 weeks ago
We are seeking a highly skilled and experienced Customer Care Manager to join our team at Toast. As a key member of our Care Team, you will play a pivotal role in actively supporting the productivity goals and overall success of this critical team.
The Care Team is responsible for managing the Toast customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast. As a Customer Care Manager, you will utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively.
Responsibilities- 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.
- A minimum of three year degree in any area, or any other related discipline.
- 1-2 years of experience performance managing and coaching, for instance 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.
6 PM - 3 AM IST with a remote work arrangement initially, transitioning to two days in the office per week once logistics are established.
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