# Manager, Customer Care - Kitchen at Toast

> Manage and coach a team of Customer Care Specialists handling Kitchen support, tracking CSAT, quality and SLA metrics.

- Company: Toast (toasttab.com)
- Location: Chennai
- Places: Chennai
- Posted: 2026-11-06
- Level: Manager
- Team: Customer Care - Kitchen
- Work mode: On site
- Apply: https://careers.toasttab.com/jobs?gh_jid=8358223
- Page: https://ye.saranatour.dev/jobs/manager-customer-care-kitchen-toast-kn77t4dnp91bxgpzg3gj13ssh18hsfwg

## The posting

Manager, Customer Care - Kitchen
Toast · Chennai

**Manager, Customer Care - 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.
- 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)

- 12+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.
- 6+ years of experience leading teams, including performance management, coaching, employee development, and engagement.
- Experience supporting or leading customer support teams forSaaS 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 maintai