# Manager, Customer Care at Toast

> Manage and coach a team of customer care agents handling POS payment issues and escalations.

- Company: Toast (toasttab.com)
- Location: Bengaluru, Karnataka, India
- Places: Bengaluru, India
- Posted: 2026-10-16
- Level: Manager
- Team: Customer Care Team
- Apply: https://careers.toasttab.com/jobs?gh_jid=8288350
- Page: https://ye.saranatour.dev/jobs/manager-customer-care-toast-kn7439mssj8xs2bmffajccbvcs8hd464

## The posting

Manager, Customer Care
Toast · Bengaluru, Karnataka, India

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.

As a Customer Care Manager, you will actively manage a team of agents for the Payments POS Campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Bengaluru, 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/Experts 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 POS payments processes and customer escalations, ensuring timely resolution while balancing customer experience and business requirements.
- Partner with different LOB’s like Kitchen, 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, productivit