Toast1 день назад
Customer Care Manager - US Payroll
Зарплата не указана
Chennai
Обязанности
- 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 Payroll & Tax workflows, 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
Требования
- 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 Payroll, Tax, HRIS, Financial, Accounting, or SaaS products
- 04Working knowledge of U.S. payroll operations, payroll processing, tax concepts, employee lifecycle, payroll adjustments, year-end activities, and payroll compliance, with the ability to coach team members and support the resolution of customer inquiries and escalations
- 05Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes
- 06Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions
- 07Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach
- 08Ability to prioritise multiple operational demands and perform effectively in a fast-paced, constantly evolving environment
- 09Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams
- 10Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies
- 11Open to 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts
Условия
- 01Location: Chennai
- 02Shifts: 24*7 Rotational Shifts