Manager, Toast Account Operations

Manager, Global Account Operations

Bangalore

Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love. 

As a Manager in Toast Account Operations, your role is pivotal in actively supporting the productivity goals and overall success of this critical Care Team. This team is responsible for managing the Toast customer journey during issue resolution, with the aim of enhancing the customer relationship with Toast.

About this roll* (Responsibilities) 

• Manage and coach a team of agents while monitoring their case work and maintain accuracy. 
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge.
• Monitor team productivity, conduct regular 1:1s, and manage overall team performance with diligence and accountability.
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Assist agents with challenging customer contacts and escalations and oversee fraud case understanding and resolution
• 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)

• Strong spoken and written communication skills, with prior experience collaborating with global teams.
• 2-3 years of experience in performance management and coaching (e.g., Team Lead or Manager role).
• 3+ years of experience in a customer-facing role focused on satisfaction and advocacy.
• Proven ability to work independently, prioritize effectively, and thrive in a fast-changing environment.
• A strong commitment to mentoring and developing team members.
• Demonstrated expertise in resolving complex customer issues with professionalism and urgency.
• Experience in restaurants, SaaS, or FinTech is a plus.
• The working hours for this role are 2 PM - 11 PM IST, Tuesday - Saturday. 

About Toast:

Toast, Inc. is a Boston-based technology company that specializes in providing cloud-based restaurant management software. Their primary product is a point of sale (POS) system designed specifically for restaurants.   

POS System: This core product helps restaurants manage orders, payments, and customer information efficiently.   

Restaurant Management: Toast offers tools for managing various aspects of restaurant operations, including inventory, employee scheduling, and reporting.   

Guest-Facing Technology: Toast provides solutions like online ordering and reservations to enhance the customer experience.   

Integration: Toast integrates with other restaurant-related software and services, such as delivery platforms and accounting systems.   

In essence, Toast aims to streamline restaurant operations, increase efficiency, and improve customer satisfaction through its technology platform

Website: https://pos.toasttab.com/