Senior Manager - Global Customer Care @ Toast

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Senior Manager - Global Customer Care

Toast
5 - 10 years
Bengaluru
2 months ago
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Job Description

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.

The Senior Manager Customer Care actively supports the productivity goals and success of this essential Care Team responsible for the Toast customer journey when experiencing issues to improve the customer relationship with Toast.

About this roll (Responsibilities)

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.

Work Mode : This role follows a hybrid work model, requiring a minimum of 2 days per week in the office.

Job Classification

Industry: Software Product
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Manager
Employement Type: Full time

Contact Details:

Company: Toast
Location(s): Bengaluru

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Keyskills: Product training Service level Analytical Project management SAAS Salesforce.com Customer relationship Customer service Management Customer experience

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Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

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Toast

Toast empowers restaurants of all sizes to build great teams, increase revenue, improve operations, and delight guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive, all-in-one platform, across poin...

Senior Manager - Global Customer Care @ Toast

Home > Customer Success