<p>Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.</p> <p>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. </p> <p>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.</p> <p><strong>A day in the life (Responsibilities) </strong></p> <ul> <li>Manage, coach, and develop a team of Customer Care Specialists/Experts while monitoring attendance, schedule adherence, productivity, and overall performance.</li> <li>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.</li> <li>Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases.</li> <li>Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development.</li> <li>Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed.</li> <li>Assist team members with complex POS payments processes and customer escalations, ensuring timely resolution while balancing customer experience and business requirements.</li> <li>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.</li> <li>Identify operational trends, recurring customer pain points, and process improvement opportunities, communicating recommendations with a solutions-oriented mindset.</li> <li>Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines.</li> <li>Support business readiness initiatives, process changes, and the adoption of new tools, technologies, and AI-enabled support capabilities.</li> </ul> <p><strong>What you'll need to thrive (Requirements)</strong></p> <ul> <li><strong>7+ years</strong> of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.</li> <li><strong>3+ years</strong> of experience leading teams, including performance management, coaching, employee development, and engagement.</li> <li>Experience supporting or leading customer support teams for<strong> SaaS products</strong>.</li> <li>Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes.</li> <li>Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions.</li> <li>Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach.</li> <li>Ability to prioritise multiple operational demands and perform effectively in a fast-paced, constantly evolving environment.</li> <li>Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams.</li> <li>Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies.</li> <li>Open to 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts.</li> </ul> <p><strong>Non-essential Skills/Nice to Have:</strong></p> <ul> <li>Experience supporting the restaurant, hospitality, retail, or point-of-sale (POS) industry.</li> <li>Experience participating in new product launches, pilot programs, or operational readiness initiatives.</li> <li>Exposure to Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.</li> <li>Experience facilitating calibration sessions, quality reviews, and coaching workshops.</li> <li>Working knowledge of workforce management and capacity planning principles.</li> <li>Experience contributing to knowledge management, SOP creation, or training content development.</li> <li>Demonstrated success leading employee engagement, recognition, or culture-building initiatives.</li> <li>Exposure to project management or cross-functional operational initiatives.</li> <li>Professional certifications in leaders