Manager, Customer Care

📋 Description

• Manage, coach, and develop a team of Customer Care Specialists/Experts while monitoring attendance
• Provide regular coaching, feedback, and performance development through Quality Assurance reviews
• Train and develop team members on product functionality, customer handling skills, troubleshooting
• Foster an engaging and collaborative team environment by maintaining open communication
• Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA
• Assist team members with complex POS payments processes and customer escalations, ensuring timely

🎯 Requirements

• 7+ years of experience in customer service, customer support, or customer success roles with a
• 3+ years of experience leading teams, including performance management, coaching, employee
• Experience supporting or leading customer support teams for SaaS products.
• Strong operational leadership skills with the ability to drive quality, productivity, customer
• Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and
• Experience managing customer escalations with professionalism, urgency, and sound judgement while

🎁 Benefits

• Competitive compensation and benefits programs
• Support for a healthy lifestyle with flexibility
• Learn more about benefits at https://careers.toasttab.com/toast-benefits