The opportunity
Location: Chennai, India Job Type: Full-time Shifts: 24*7 Rotational shifts
What you'll do
Direct a team consisting of Team Leads and / or Customer Care Specialists in: support of Toast Payroll & Tax, ensuring the delivery of superior customer journeys and operational success.
Cultivate an environment of high performance and collaboration that: prioritizes professional coaching, individual accountability, and a commitment to ongoing improvement.
Accomplish key business targets by utilizing strong people leadership,: precise operational execution, and data-driven workforce planning.
Supervise support operations within our fast-paced SaaS framework,: facilitating business growth while maintaining strict compliance and service quality.
Advocate for workflow enhancements, the integration of AI tools, and: effective change management strategies throughout the care organization.
Function as a vital liaison between Product, Tax, and Engineering departments: to drive improvements in the restaurant operator experience.
What they're looking for
- Lead, coach, and develop a team of Team Leads and Senior Customer Care: Specialists supporting Payroll & Tax customers.
- Build a high-performing leadership bench through coaching, mentoring,: succession planning, and career development.
- Drive accountability across operational KPIs including CSAT, Quality, SLA: attainment, Productivity, Resolution Time, Escalation Management, and Employee Engagement.
- Conduct regular performance reviews, calibration sessions, coaching: conversations, and talent development initiatives.