Customer Service Team Lead

2 weeks ago


Bengaluru, Karnataka, India Toast Full time

Toast is a leading restaurant platform that empowers restaurants to adapt, take control, and succeed in the industry.

We are seeking an experienced Customer Service Team Lead to join our team, responsible for managing and coaching a critical Care Team. The ideal candidate will have extensive product knowledge and customer service expertise to handle customer chats, voice calls, and casework effectively.

About This Role
  • We are looking for a seasoned professional with a minimum of three years of experience in a management or leadership role, preferably in the restaurant or SaaS industry.
  • The successful candidate will have a proven track record of performance managing and coaching teams, with a strong focus on customer satisfaction and championing the customer experience.

Key Responsibilities:

  1. Train and develop the team on process, technical troubleshooting, and new product knowledge.
  2. Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate.
  3. Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles.
  4. Actively seek and embrace coaching opportunities to enhance individual and team performance.
  5. Handle escalated customer issues directly from senior leaders.

Requirements:

  • A minimum of 5+ years of experience in a customer-facing role, preferably in the restaurant or SaaS industry.
  • Experience 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.

Salary: $80,000 - $110,000 per year, depending on experience.

Benefits: We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Location: Remote work arrangement initially, transitioning to two days in the office per week once logistics are established.



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