Customer Care Manager - US Payroll

📋 Description

• Manage and coach a team of Customer Care Specialists.
• Oversee Payroll & Tax customer support journey for Toast.
• Collaborate with Payroll Ops, Tax Ops, Product, Engineering, and Onboarding.
• Drive an accurate, timely, empathetic customer experience.
• Lead performance metrics: CSAT, QA, SLA attainment.
• Based in Chennai, India with 24x7 rotational shifts.

🎯 Requirements

• 7+ years in customer service roles with strong customer focus.
• 3+ years leading teams, including coaching and development.
• Experience with Payroll, Tax, HRIS, Financial, Accounting, or SaaS products.
• Working knowledge of U.S. payroll operations, tax concepts, and compliance.
• Strong operational leadership to drive quality, productivity, and satisfaction.
• Open to 24x7 shifts including weekends and nights.

🎁 Benefits

• Total rewards package with competitive compensation and benefits.
• Hybrid work model with in-person collaboration and flexibility.
• Accessible hiring with accommodations for disabilities.
• Diversity, Equity, and Inclusion baked into our culture.