Manager, Customer Care

Manager Customer Care Night Shift

Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best: growing the businesses they love.

As a Customer Care Manager your role is pivotal in driving the productivity efficiency and success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution with the ultimate goal of strengthening our customers relationship with Toast.

Working Model & Shift Details

• Shifts: Rotational (including weekends and holidays) within a 24x7 support structure

• Initial 6 months: Work from Office (Chennai)

• Post-training: Hybrid (3 days onsite 2 days remote)

What Sets You Apart

Were not just looking for experiencewere looking for mindset. You should be:

• Flexible: Comfortable with night shifts rotating schedules and evolving business needs.

• Versatile: Able to support across multiple channelschat voice and tickets.

• Adaptable: Open to learning new systems and embracing evolving technologies.

• Collaborative: Ready to work across teams and adjust to leadership or process changes.

• Committed: Focused on delivering consistent results that meet SLAs and KPIs.

• Proactive: Willing to upskill cross-train and take on additional responsibilities.

About this Roll* (Responsibilities)

• Leverage product knowledge and customer service expertise to coach and guide the team in handling chats calls and casework effectively.

• Train and develop the team on processes technical troubleshooting and product knowledge.

• Maintain open communication with agents addressing concerns and relaying feedback appropriately.

• Facilitate professional development for yourself and your team by staying updated on Toasts hardware software and training resources.

• Seek out and embrace coaching opportunities to enhance performance.

• Handle escalated customer issues including those from the Senior Leadership Team.

• Manage the use of and other related applications.

Do You Have the Right Ingredients* (Requirements)

• A minimum of a three-year degree in any discipline (or related field).

• 2 years of experience managing and coaching teams (as a Team Lead Supervisor or Manager).

• 8 years of experience in roles focused on customer satisfaction and championing the customer experience.

• Demonstrated ability to operate independently and manage competing priorities in a fast-changing environment.

• A genuine commitment to nurturing the professional growth of team members.

• Strong ability to resolve complex customer issues promptly and professionally.

• Experience in Restaurant SaaS or FinTech industries is a plus.

Special Sauce* (Nice to Haves)

• Experience handling incoming chats and working with ticketing systems.

• Prior experience in the tech or SaaS industry.

• Flexibility to work schedules that may include weekends holidays and nights.

We Are Toasters

Diversity Equity and Inclusion are baked into our recipe for success.

At Toast our employees are our secret ingredient. When they thrive Toast thrives. The restaurant industry is one of the most diverse industries and we celebrate that diversity. We believe authenticity inclusivity respect trust and humility are the keys to achieving our goals.

By embedding inclusivity into our culture and equity into our design we create opportunities for all while striving to remain best-in-class across the industry.

Bready* to Make a Change Apply Today!

Toast is committed to an accessible and inclusive hiring process. If you need a reasonable accommodation to access the job application or interview process please contact us.