Customer Onboarding Support Manager
Customer Onboarding Support Manager
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Job Description
Customer Onboarding Manager
Job Level: M2
Location: Chennai (Hybrid 2 days inoffice/week)
Work Hours: 2:00 PM 11:00 PM IST
About Toast
Toast is on a mission to empower the restaurant community by building a platform that helps them adapt grow and thrive. We support our customers by giving them the tools to take control of their operations and build the businesses they love.
Bready to make a change* Join us in revolutionizing how restaurants run.
About this roll (Responsibilities)*
As the xtraCHEF Onboarding Manager you will play a pivotal role in supporting the productivity of internal teams and the overall success of our customers. You will lead a team responsible for guiding customers through their onboarding journey improving their experience with Toast and building lasting relationships.
Key Responsibilities:
Lead and coach the Onboarding team using deep product knowledge and a customerfirst mindset in coordination with Onsite Onboarding Managers.
Drive process improvements using data and analytics to inform decisions.
Monitor and uphold team performance against defined SLAs for each line of business.
Collaborate crossfunctionally with Customer Success Product and Engineering teams to continuously improve the onboarding experience.
Build strong relationships with your team to encourage process clarity technical troubleshooting and continuous learning.
Define and track key onboarding milestones tasks and deadlines to ensure timely delivery.
Provide actionable customer insights and feedback to internal teams to inform product and service enhancements.
Maintain open communication across onsite and remote teams proactively addressing concerns and suggestions.
Champion professional development through regular coaching and knowledgesharing on Toasts evolving product offerings.
Handle escalated customer issues including feedback from Toasts Senior Leadership Team.
Manage tools and systems such as Salesforce Zendesk JIRA and Asana for efficient team operations.
Do you have the right ingredients (Requirements)*
23 years of experience in a team management or coaching role (e.g. Team Lead Supervisor or Manager).
7 years of experience managing customer onboarding programs and delivering exceptional customer experiences.
Proven track record of managing multiple projects across teams while ensuring strong stakeholder communication.
Experience in building and managing dashboards to track performance and customer success metrics.
Passion for team development and fostering a culture of growth and continuous improvement.
Strong problemsolving skills and ability to resolve complex customer issues with professionalism.
Background in the Restaurant SaaS or FinTech industries is a strong plus.
Special Sauce (NicetoHaves)*
Experience in the tech or SaaS industry.
Flexibility to work with both India and US time zones.
Ability to start in a remote setup and transition to hybrid 2 days/week in office).
If youre a driven leader who thrives on improving customer journeys and leading highperforming teams wed love to hear from you!
Diversity 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 inperson 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 .
Required Experience:
Manager
Employment Type
Full Time
