Manager, Customer Care - Kitchen

📋 Description

• Manage, coach, and develop a team of Customer Care Specialists in Chennai, monitor attendance
• Provide regular coaching and performance development through QA reviews, 1-on-1s, and real-time
• Train team on product functionality, customer handling, troubleshooting, compliance, and new
• Foster an engaging, collaborative team environment with open communication and career development
• Monitor CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence; drive
• Partner with Payroll, Tax, Product, Engineering, Restaurant Success, and other teams to resolve

🎯 Requirements

• 7+ years in customer service/support/success with focus on customer satisfaction.
• 3+ years leading teams with performance management, coaching, and development.
• Experience supporting or leading SaaS product customer support teams.
• Strong operational leadership to drive quality, productivity, and adherence to processes.
• Analytical, coaching, and problem-solving skills with data-driven decision-making.
• Experience handling customer escalations professionally with urgency and customer-first approach.

🎁 Benefits

• Total rewards information available on the Toast benefits page.