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 International campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Chennai, 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. A day in the life (Responsibilities) Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support Train and develop members of the team on process, technical troubleshooting, and new product knowledge Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate Communicate and influence new ideas for improvement with a solutions oriented mindset Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations What you'll need to thrive (Requirements) 3+ years of experience performance managing and coaching, for instance a Senior Team Lead or Manager 4+ years of experience in a ro
