Director, Customer Care

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

We are seeking a dynamic operational leader to join our Care leadership team. You will build and shape our India Customer Support teams partnering closely with existing global leadership teams. You will help shape the Care strategy that will have a significant positive impact on our customer’s experience.  We are seeking a humble, empathic, and data driven people leader who has experience building and leading teams in a fast-paced environment in the customer success / support space, with the ability to drive process improvements and inspire and motivate a large team.  If you are a highly collaborative leader passionate about people, customer care, with an ability to lead a team through change and are excited at the prospect of joining us as we continue to grow - read on!

About this roll* (Responsibilities) 

• Build and shape the Toast India Customer Support teams - supporting existing leaders and agents and work cross functionally across the organization
• Implement process, system and people changes to drive continuous improvement and enable the teams to provide a great customer experience
• Maintain a culture that is laser focused on providing a great customer experience; when needed, work directly with customers to ensure they are getting the support experience they expect
• Set the vision, direction, and goals for the team; collaborate with partners and key stakeholders to ensure alignment of priorities and objectives
• Provide coaching and mentoring to subordinate leaders and maintain a culture of career development, coaching, and performance management across the team
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment

Do you have the right ingredients*? (Requirements)

• Education: Minimum Bachelor’s degree in any field.
• Overall 15-20+ year of experience. 8+ years of operational experience leading large support operations (200+ employees), both internal and BPO, in a fast paced, high-growth volume environment
• Ability to analyse data to make decisions and drive process and performance improvement 
• Excellent organisational, communication, and presentation skills
• Ability to effectively operate both strategically and tactically
• Value and thrive in an environment of learning and interacting with high-capability, high-energy people
• Change Agent - in the face of resistance and conflicting views, have the ability to push through new ways of thinking and work both within their team and the wider organization
• Anticipates the future - act as a true leader, anticipating future opportunities and challenges and ensuring the team is lined up against them
• Personal leadership -  respected and trusted leader with proven track record of achievement, adept management skills, reputation as a leader of change and passion about speed and simplicity.  Ability to rapidly develop strong rapport and build relationships with individuals and teams at multiple levels of the organization

Work Mode: This role follows a hybrid work model, requiring a minimum of 2 days per week in the office
Timings: TBD, But needs to be flexible (including night shifts)
Job Location: The job roles are open for Chennai or Bangalore

Our Spread* of Total Rewards:
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/india-benefits.

*Bread puns encouraged but not required