Customer Care Manager- Kitchen

Customer Care Manager - Kitchen

Location : Chennai

Mode : 24*7 Rotational shifts & Rotational week offs

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.

As a Customer Care Manager, you will actively manage a team of agents for the Kitchen campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Chennai, India office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast 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.

To thrive as a Customer Care Manager at Toast, you are resilient, passionate about coaching high-performing teams, comfortable leading in a fast-paced SaaS environment, and motivated to deliver exceptional customer outcomes while continuously improving team performance.

A day in the life (Responsibilities)

• Manage, coach, and develop a team of Customer Care Specialists while monitoring attendance, schedule adherence, productivity, and overall performance.

• Provide regular coaching, feedback, and performance development through Quality Assurance reviews, One-on-One sessions, and real-time coaching to improve customer experience and operational performance.

• Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases.

• Foster an engaging and collaborative team environment by maintaining op

Department: Customer Success : Customer Care : POS