Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
A day in the life (Responsibilities):
• Lead a large Care organization spread across multiple lines of business (LOBs), managing Care Managers directly and Care agents indirectly, to deliver an exceptional experience to live Toast customers.
• Own technical support operations end to end, including capacity planning, workforce management, SLAs, escalation paths and quality programs, so complex technical issues are resolved efficiently and consistently.
• Act as the face of the Care business to functional leaders across Toast. Bring customer insights and operational data to those leaders to influence and improve processes and policies.
• Align customer service standards, activities and initiatives across LOBs so they support and improve performance against organizational objectives.
• Make sure the right systems are in place and in use. Report service metrics, including customer feedback and trends,
to senior leadership.
• 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.
• Keep finding current and better ways to delight customers.
• Build team engagement, professional development opportunities, product training and change leadership as responsibilities evolve.
• Implement and improve the reports, workflows, dashboards, email templates and other tools the team uses to communicate.
• Handle customer issues escalated 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 three-year degree in any discipline
• 15+ years of overall experience, including significant time in Customer Success, Technical Support or SaaS-base
📌 Senior Manager, Customer Care (Chennai)
🏢 Toast
📍 Chennai