Toast19 days ago
Менеджер по работе с клиентами - Кухня
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Chennai
Responsibilities
- 01Manage, coach, and develop a team of Customer Care Specialists while monitoring attendance, schedule adherence, productivity, and overall performance
- 02Provide 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
- 03Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases
- 04Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development
- 05Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed
- 06Assist team members with complex payroll, tax, product, and customer escalations, ensuring timely resolution while balancing customer experience and business requirements
- 07Partner with Payroll Operations, Tax Operations, Product, Engineering, Restaurant Success, and other cross-functional teams to resolve customer issues and improve support processes
- 08Identify operational trends, recurring customer pain points, and process improvement opportunities, communicating recommendations with a solutions-oriented mindset
- 09Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines
- 10Support business readiness initiatives, process changes, and the adoption of new tools, technologies, and AI-enabled support capabilities
Requirements
- 017+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences
- 023+ years of experience leading teams, including performance management, coaching, employee development, and engagement
- 03Experience supporting or leading customer support teams for SaaS products
- 04Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes
- 05Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions
- 06Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach
- 07Ability to prioritise multiple operational demands and perform effectively in a fast-paced, constantly evolving environment
- 08Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams
- 09Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies
- 10Open to 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts
What we offer
- 0124*7 Rotational shifts & Rotational week offs
- 02Competitive compensation and benefits programs
- 03Flexible work arrangements
- 04Opportunities for professional development and certifications
- 05AI tools provided across all disciplines