At a glance
- Experience
- 8+ years experience
- Workplace
- Hybrid
- Location
- Chennai
About the role
- Toast is seeking a Senior Manager, Customer Care to lead a large Care organization spread across multiple lines of business in Chennai.
- The role involves managing Care Managers directly and Care agents indirectly to deliver an exceptional experience to live Toast customers.
- You will own technical support operations end to end, acting as the face of the Care business to functional leaders across Toast.
Responsibilities
- Lead a large Care organization spread across multiple lines of business, managing Care Managers directly and Care agents indirectly.
- Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs.
- Act as the face of the Care business to functional leaders across Toast, bringing customer insights and operational data to influence processes and policies.
- Align customer service standards, activities and initiatives across LOBs to support organizational objectives.
- Report service metrics, including customer feedback and trends, to senior leadership and ensure the right systems are in place.
- Create, communicate and follow through on action plans.
- Partner with departments across Toast to drive the highest levels of customer success throughout the post-live customer journey.
- Build team engagement, professional development opportunities, product training and change leadership as responsibilities evolve.
- Implement and improve reports, workflows, dashboards, email templates and other tools the team uses to communicate.
- Manage the use of Salesforce.com, NetSuite and all related applications.
Requirements
- A minimum three-year degree in any discipline
- 15+ years of overall experience, including significant time in Customer Success, Technical Support or SaaS-based roles
- 8+ years of people management experience, including leading managers and managing large teams across multiple LOBs
- Excellent communication, interpersonal and writing skills, with executive presence
- Proven experience managing technical support operations at scale
- A track record of acting as the business voice to functional leaders and influencing cross-functional process and policy changes
- Experience leading large cross-functional initiatives with other departments
- Demonstrated technical aptitude with enthusiasm for technology
- Strong project management skills and the ability to multitask
Preferred qualifications
- Restaurant, SaaS or FinTech experience is a plus
Workplace
- Embraces a hybrid work model that fosters in-person collaboration while valuing individual needs.
Skills
- Salesforce.com
- NetSuite
