Manager, Customer Care - Kitchen

About this role

Customer Care Manager - Kitchen

Location : Chennai

Mode : 24*7 Rotational shifts & Rotational week offs

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.

As a Customer Care Manager, you will actively manage a team of agents for the Kitchen campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Chennai, 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.

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.

A day in the life (Responsibilities)

• Manage, coach, and develop a team of Customer Care Specialists while monitoring attendance, schedule adherence, productivity, and overall performance.

• 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.

• Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases.

• Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development.

• Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed.

• Assist team members with complex payroll, tax, product, and customer escalations, ensuring timely resolution while balancing customer experience and business requirements.

• Partner with Payroll Operations, Tax Operations, Product, Engineering, Restaurant Success, and other cross-functional teams to resolve customer issues and improve support processes.

• Identify operational trends, recurring customer pain points, and process improvement opportunities, communicating recommendations with a solutions-oriented mindset.

• Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines.

• Support business readiness initiatives, process changes, and the adoption of new tools, technologies, and AI-enabled support capabilities.

What you'll need to thrive (Requirements)

• 7+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.

• 3+ years of experience leading teams, including performance management, coaching, employee development, and engagement.

• Experience supporting or leading customer support teams for SaaS products.

• Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes.

• Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions.

• Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach.

• Ability to prioritise multiple operational demands and perform effectively in a fast-paced, constantly evolving environment.

• Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams.

• Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies.

• Open to 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts.

Non-essential Skills/Nice to Haves

• Experience supporting the restaurant, hospitality, retail, or point-of-sale (POS) industry.

• Experience participating in new product launches, pilot programs, or operational readiness initiatives.

• Exposure to Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.

• Experience facilitating calibration sessions, quality reviews, and coaching workshops.

• Working knowledge of workforce management and capacity planning principles.

• Experience contributing to knowledge management, SOP creation, or training content development.

• Demonstrated success leading employee engagement, recognition, or culture-building initiatives.

• Exposure to project management or cross-functional operational…