Manager II, Customer Care

Manager, Customer Care

Location: Chennai, India (Hybrid – Minimum 2 days in office)
Job Type: Full-time

About Toast

Toast is a leading restaurant management platform that empowers restaurants to streamline operations, improve efficiency, and enhance customer experiences. As we continue expanding globally, we are seeking a Manager II, Customer Care to lead and develop our customer support teams in India.

Role Overview

As a Manager II, Customer Care, you will:

• Manage a team of Senior Customer Care Technical Specialists, ensuring high-quality support delivery.
• Foster a collaborative and performance-driven team culture.
• Focus on people management rather than technical expertise, with an emphasis on coaching, mentoring, and performance optimization.
• Work in a SaaS-based customer service environment, supporting scalability and operational excellence.
• Lead change management initiatives and drive continuous improvement in customer care operations.

Key ResponsibilitiesTeam Leadership & Performance Management

• Lead and mentor a team of Senior Customer Care Technical Specialists, ensuring engagement and productivity.
• Provide regular performance coaching, feedback, and career development support.
• Foster a collaborative and inclusive team culture with open communication and cross-functional engagement.
• Ensure compliance with Service Level Agreements (SLAs) and quality standards.

Customer Experience & Support Operations

• Oversee customer journeys and escalations, ensuring timely and effective resolution of critical issues.
• Act as a key escalation point for complex customer concerns, demonstrating professionalism and urgency.
• Collaborate with cross-functional teams (Sales, Onboarding, Restaurant Success, Product, etc.) to improve support processes.
• Optimize workforce management (WFM) strategies to ensure adequate service coverage.

Process Optimization & Change Management

• Identify and implement process improvements to enhance customer support efficiency.
• Lead workflow optimizations, team transitions, and the adoption of new tools and technologies.
• Drive best practices in customer relationship management tools and support workflows.
• Communicate business changes effectively, ensuring seamless adoption across teams.

Stakeholder Collaboration & Reporting

• Partner with senior leadership to align customer care strategies with overall business goals.
• Provide data-driven insights on team performance, key challenges, and areas for improvement.
• Maintain clear and consistent communication with leadership, HR, and other internal stakeholders.

Qualifications & Experience

• Bachelor’s degree is mandatory in Business Administration, Customer Service, or a related field.
• 5+ years of experience in customer service leadership, preferably in a SaaS or customer care environment.
• 3+ years of experience in team management, with a focus on coaching, performance development, and mentoring.
• Strong problem-solving and decision-making skills, particularly in customer escalation handling.
• Ability to manage change effectively, leading teams through growth and transition.
• Familiarity with customer relationship management (CRM) tools and support platforms.
• Multilingual proficiency in English is mandatory. Additional Indian languages such as Hindi, Tamil, Telugu, Kannada, Marathi, and Bengali are a plus.
• Ability to work in a hybrid model (minimum 2 days in-office in Chennai).

Why Join Toast?

• Competitive salary & benefits aligned with industry standards.
• Comprehensive health & wellness programs supporting employees' physical and mental well-being.
• Career growth opportunities with leadership development in a rapidly expanding company.
• Exposure to a dynamic international environment with global expansion.

Summary – Is This Role a Good Fit for You?

✅ Apply if you:

• Thrive in a leadership role, managing people and enhancing customer experience strategies.
• Are passionate about coaching and mentoring teams while ensuring high performance and engagement.
• Have experience in a SaaS or fast-paced customer care environment.
• Can navigate change, optimize processes, and collaborate across teams.
• Fluent in English, with multilingual proficiency in additional Indian languages as a plus.
• Are based in Chennai, India, and comfortable with a hybrid work model.

Our Spread* of Total Rewards
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.