Manager, Customer Care - Kitchen
Core
Manage and coach a team of Customer Care Specialists for the Kitchen campaign, ensuring high-quality support for restaurant clients using Toast's SaaS platform.
Role type
Senior Customer Care Manager (Team Lead)
Builds
Customer support operations and team performance for Toast's restaurant POS platform
Domain
SaaS / Restaurant Technology / Hospitality
Required skills
Team leadership, performance management, coaching, operational metrics analysis, process improvement, conflict resolution, SaaS support experience, CRM/ticketing systems proficiency, shift management
Preferred skills
Restaurant/hospitality industry experience, Lean/Six Sigma/Kaizen methodologies, workforce management, project management, knowledge management
Technologies
CRM platforms, ticketing systems, knowledge management tools, AI-enabled support capabilities
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. Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases. Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence. Identify operational trends, recurring customer pain points, and process improvement opportunities. Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines.
Seniority
Senior, hands-on IC with team leadership