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Senior Manager - Customer Care
Toast
posted 8hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Manage a team of Care Managers directly and Care agents indirectly to deliver exceptional customer experience with Live Toast customers.
- Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
- Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans.
- Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey.
- Constantly identify new and improved ways to deliver delight across customers.
- Team engagement, create professional development opportunities, product training and change leadership with evolving responsibilities.
- Work with implementing and improving reports, workflows, dashboards, emails templates the team communicates with,and more.
- 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
- 5+ years in Customer Success or SaaS based roles
- 5+ years experience successfully leading & managing teams
- Experience working on large cross-functional initiatives with other departments
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
- Restaurant, SaaS or FinTech experience is a plus.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Customer Care Manager roles with real interview advice
What people at Toast are saying
Customer Care Manager salary at Toast
reported by
1
employee
with 8
years exp.
₹17.7
L/yr - ₹22.6
L/yr
202%
more
than the average Customer Care Manager Salary in India
View more details
What Toast employees are saying about work life
based on 26 employees
Flexible timing
Monday to Friday
No travel
Night Shift
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Toast Chennai Office Location
Chennai, Tamil Nadu Office
4th Floor, Module 4, Cambridge Tower, Ramanujan Intellion Park, Rajiv Gandhi Salai (OMR), Taramani, Chennai
Chennai, Tamil Nadu
600113
600113
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