Manager - Customer Care

WinsAbove; India; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Toast in Bengaluru, India is seeking a Customer Care Manager to lead a team of agents for the Payments POS Campaign, ensuring productivity and the well-being of team members while shaping support guidelines.

You will collaborate with Restaurant Success, Sales, and Onboarding to resolve issues, coach for high-quality customer interactions, and drive improvements in CSAT, SLA attainment, and operational efficiency.

Qualifications

• 7+ years in customer service roles with focus on customer satisfaction.
• 3+ years leading teams with coaching and development.
• Experience supporting or leading SaaS customer support.
• Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset.
• Open to 24x7 shift timings and rotating schedules.
• Excellent verbal and written communication skills.

Responsibilities

• Manage, coach, and develop a team of Customer Care Specialists/Experts while monitoring attendance, schedule adherence, productivity, and overall performance.
• Provide regular coaching and performance development through QA reviews, 1-1 sessions, and real-time coaching.
• Train and develop team members on product functionality, troubleshooting, compliance, and new releases.
• Foster an engaging team environment with open communication and career development support.
• Monitor metrics like CSAT, Quality, Productivity, SLA attainment, and Resolution Time; drive improvement actions.
• Assist with complex POS payments processes and customer escalations for timely resolutions.
• Collaborate with cross-functional teams to resolve issues and improve support processes.
• Identify trends and opportunities; communicate recommendations with a solutions mindset.
• Ensure compliance with processes, data privacy, and operational guidelines.
• Support business readiness initiatives and adoption of new tools and AI-enabled capabilities.

Skills

Team leadership

Coaching

SaaS experience

Data analysis

CRM platforms

Communication

Tools

CRM platforms

Ticketing systems

Knowledge management tools

Quality assurance tools

Job description

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

As a Customer Care Manager, you will actively manage a team of agents for the Payments POS Campaign. You are responsible for the productivity and the well‑being of the members of the Customer Care Team in our Bengaluru, India office and will act as a Subject Matter Expert for Operations. You will oversee the customer journey for those experiencing Toast issues throughout the care experience, while working with cross‑functional Internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at Toast, you are resilient, motivated to coach a team on delivering high quality customer interactions, and excel in ambiguous environments.

To thrive as a Customer Care Manager at Toast, you are resilient, passionate about coaching high-performing teams, comfortable leading in a fast‑paced SaaS environment, and motivated to deliver exceptional customer outcomes while continuously improving team performance.

A day in the life (Responsibilities)

• Manage, coach, and develop a team of Customer Care Specialists/Experts while monitoring attendance, schedule adherence, productivity, and overall performance.
• Provide regular coaching, feedback, and performance development through Quality Assurance reviews, One‑on‑One sessions, and real‑time coaching to improve customer experience and operational performance.
• Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases.
• Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development.
• Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed.
• Assist team members with complex POS payments processes and customer escalations, ensuring timely resolution while balancing customer experience and business requirements.
• Partner with different LOB’s like Kitchen, Payroll Operations, Tax Operations, Product, Engineering, Restaurant Success, and other cross‑functional teams to resolve customer issues and improve support processes.
• Identify operational trends, recurring customer pain points, and process improvement opportunities, communicating recommendations with a solutions‑oriented mindset.
• Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines.
• Support business readiness initiatives, process changes, and the adoption of new tools, technologies, and AI‑enabled support capabilities.

What you'll need to thrive (Requirements)

• 7+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.
• 3+ years of experience leading teams, including performance management, coaching, employee development, and engagement.
• Experience supporting or leading customer support teams for SaaS products.
• Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes.
• Strong analytical, coaching, and problem‑solving skills with a continuous improvement mindset and the ability to make data‑driven decisions.
• Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer‑first approach.
• Ability to prioritise multiple operational demands and perform effectively in a fast‑paced, constantly evolving environment.
• Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams.
• Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies.
• Open to 24×7 shift timings and schedules that may include rotational week‑offs, weekends, holidays, and night shifts.

Non-essential Skills/Nice to Have:

• Experience supporting the restaurant, hospitality, retail, or point‑of‑sale (POS) industry.
• Experience participating in new product launches, pilot programs, or operational readiness initiatives.
• Exposure to Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.
• Experience facilitating calibration sessions, quality reviews, and coaching workshops.
• Working knowledge of workforce management and capacity planning principles.
• Experience contributing to knowledge management, SOP creation, or training content development.
• Demonstrated success leading employee engagement, recognition, or culture‑building initiatives.
• Exposure to project management or cross‑functional operational initiatives.
• Professional certifications in leadership, coaching, project management, or operational excellence.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note‑taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real‑time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in‑person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in‑office expectations by region: https://careers.toasttab.com/locations-toast

People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

We Thrive Together

We embrace a hybrid work model that fosters in‑person 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: https://careers.toasttab.com/locations-toast.

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 [e-mail].

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