Customer Care Manager II US Payroll

Customer Care Manager II - US Payroll

Location: Chennai India
Job Type: Full-time Shifts: 24*7 Rotational shifts

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 II- Payroll you will actively lead a team of Team Leads and / Or Customer Care Specialists supporting Toast Payroll & Tax. You are responsible for driving operational excellence customer experience people development and business outcomes while serving as a leader within our Payroll & Tax Care organization. You will oversee the end-to-end customer journey for restaurant operators managing payroll and tax on Toast ensuring customers receive timely accurate and compliant support throughout their experience.

You will partner closely with cross-functional teams including Payroll Operations Tax Operations Product Engineering Restaurant Success Onboarding and Workforce Management to continuously improve the customer experience influence product improvements and establish scalable operational processes.

To thrive as a Customer Care Manager II at Toast you are a resilient people leader who excels at coaching leaders developing high-performing teams driving operational excellence through data and navigating ambiguity in a fast-paced SaaS environment.

Role Overview:

• Direct a team consisting of Team Leads and / or Customer Care Specialists in support of Toast Payroll & Tax ensuring the delivery of superior customer journeys and operational success.
• Cultivate an environment of high performance and collaboration that prioritizes professional coaching individual accountability and a commitment to ongoing improvement.
• Accomplish key business targets by utilizing strong people leadership precise operational execution and data-driven workforce planning.
• Supervise support operations within our fast-paced SaaS framework facilitating business growth while maintaining strict compliance and service quality.
• Advocate for workflow enhancements the integration of AI tools and effective change management strategies throughout the care organization.
• Function as a vital liaison between Product Tax and Engineering departments to drive improvements in the restaurant operator experience.

A day in the life (Responsibilities)

Team Leadership & Performance Management

• Lead coach and develop a team of Team Leads and Senior Customer Care Specialists supporting Payroll & Tax customers.
• Build a high-performing leadership bench through coaching mentoring succession planning and career development.
• Drive accountability across operational KPIs including CSAT Quality SLA attainment Productivity Resolution Time Escalation Management and Employee Engagement.
• Conduct regular performance reviews calibration sessions coaching conversations and talent development initiatives.
• Foster an inclusive collaborative and psychologically safe culture that encourages innovation ownership and continuous learning.
• Ensure adherence to compliance operational policies quality standards and regulatory requirements.

• Own the end-to-end customer support experience for Payroll & Tax customers ensuring accurate timely and empathetic resolution of customer issues.
• Act as the primary escalation leader for complex payroll tax compliance and product-related customer concerns.
• Partner with Payroll Operations and Tax Operations to ensure customers receive accurate guidance on payroll processing tax filings year-end activities and compliance-related workflows.
• Collaborate with Product Engineering Restaurant Success Sales Onboarding and Enablement teams to improve customer experience and reduce recurring issues.
• Partner with Workforce Management to optimize staffing scheduling and operational readiness to meet customer demand.

• Identify operational trends and implement scalable process improvements that improve customer experience operational efficiency and business performance.
• Drive workflow optimisation automation initiatives AI-assisted support capabilities and knowledge management improvements.
• Lead organisational changes process transitions product launches and operational readiness initiatives with minimal disruption.
• Establish operational best practices for case management customer communication escalation management and support workflows.
• Drive continuous improvement initiatives using customer insights operational metrics and root cause analysis.

• Partner with senior leadership to align customer care strategy with broader business objectives and customer success initiatives.
• Develop and present operational reviews business performance updates customer insights and strategic recommendations using data-driven analysis.
• Collaborate with Product Engineering Payroll Operations Tax Operations Finance HR Learning & Development and Workforce Management to improve operational performance.
• Influence cross-functional stakeholders by identifying customer pain points recommending process improvements and advocating for customer-centric solutions.
• Ensure clear timely and consistent communication across leadership teams regarding business performance operational risks and organisational priorities.

What youll need to thrive (Requirements)

• Bachelors degree is mandatory in Business Administration Finance Accounting Human Resources Customer Service or a related field.
• 10 years of experience in customer service customer success payroll operations or customer care leadership preferably within a SaaS environment.
• 5 years of experience leading managers or team leads with demonstrated success in coaching talent development succession planning and organisational leadership.
• Experience leading customer support operations for Payroll Tax HRIS Financial or related SaaS products.
• Strong understanding of U.S. payroll operations payroll lifecycle payroll taxes employee lifecycle year-end processing tax filings payroll compliance and related customer workflows.
• Ability to lead teams supporting complex payroll tax compliance and product-related customer issues while balancing customer experience and business risk.
• Proven ability to partner with Product Engineering Payroll Operations Tax Operations and Customer Success teams to influence product improvements and operational excellence.
• Demonstrated success leading large operational teams through change management business transformation organisational growth and operational scaling.
• Strong analytical skills with experience leveraging operational metrics customer insights and performance data to drive business decisions and continuous improvement.
• Experience managing customer escalations operational risk service recovery and executive-level customer communications.
• Familiarity with CRM platforms workforce management systems quality frameworks reporting tools and customer support technologies.
• Experience using AI-enabled tools automation and analytics to improve operational efficiency and customer outcomes is highly desirable.
• Excellent verbal and written communication skills with strong stakeholder management and executive presentation abilities.
• Ability to work in a hybrid model.
• Open to 247 shift timings and schedules that may include weekends holidays and night shifts.

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 at Toast

At Toast one of our company values is that were hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster more independently and with higher quality. We provide these tools across all disciplines from Engineering and Product to Sales and Support and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; its a core part of our culture.

Our Total Rewards Philosophy

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 Toast Uses AI in its Hiring Process

Throughout the hiring process our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking summarization and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: Approach to Hybrid Working

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 hospitality community regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: Equity and Inclusion is Baked into our Recipe for Success

At Toast our employees are our secret ingredientwhen they thrive we 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: 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 .

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