Manager, Customer Care (Night Shift)

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.

Bready* to make a change?

As a ToastNow Customer Care  Manager, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast.

About this roll* (Responsibilities) 

• Utilize extensive product knowledge and customer service expertise to manage and coach the team in handling customer chats, voice calls, and casework effectively.
• Train and develop 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.
• Facilitate ongoing professional development for yourself and the team, staying updated on Toast's hardware and software offerings through training and knowledge base articles. 
• Actively seek and embrace coaching opportunities to enhance individual and team performance,
• Handle escalated customer issues directly from the Senior Leadership Team.
• Manage the use of Salesforce.com, Netsuite, and all related applications.

Do you have the right ingredients?* (Requirements)

• A minimum of three year degree in any area, or any other related discipline
• 1-2  years of experience performance managing and coaching, for instance  a Team Lead, Supervisor or Manager
• 5+  years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• A genuine commitment to nurturing the professional growth and development of team members.
• Proven ability to address intricate customer issues promptly and with the utmost professionalism. 
• Restaurant, SaaS or FinTech experience is a plus.

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience answering  incoming Chats and ticketing systems 
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights

Operational Hours

• Open for two shifts with a remote work arrangement initially, transitioning to two days in the office per week once logistics are established.
• Open to rotational shifts that may include weekends, holidays and nights
• Hybrid, Bangalore | 5 day working (Rotational in days & time) 
• Open for flexible Night Shift - 6 PM - 11:30 AM IST 
• If selected, you would be assigned to any of these shifts