Customer Care Manager - US Payroll

Customer Care Manager - US Payroll- Job Description

Location : Chennai

Shifts : 24*7 Rotational Shifts

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

As a Manager, Customer Care- Payroll, you will actively manage a team of Customer Care Specialists supporting the Toast Payroll & Tax product. You are responsible for the productivity, engagement, and development of the members of the Customer Care Team in our Chennai, India office while serving as a subject matter resource for Payroll & Tax customer support operations. You will oversee the customer journey for restaurant operators managing payroll and tax through Toast, ensuring customers receive accurate, timely, and empathetic support. You will work closely with cross-functional teams including Payroll Operations, Tax Operations, Restaurant Success, Product, Engineering, and Onboarding to drive operational excellence and deliver a seamless customer experience.

To thrive as a Customer Care Manager at Toast, you are resilient, passionate about coaching high-performing teams, comfortable leading in a fast-paced SaaS environment, and motivated to deliver exceptional customer outcomes while continuously improving team performance.

A day in the life (Responsibilities)

• Manage, coach, and develop a team of Customer Care Specialists while monitoring attendance, schedule adherence, productivity, and overall performance.

• Provide 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.

• Train and develop team members on Payroll & Tax workflows, product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases.

• Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development.

• Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed.

• Assist team members with complex payroll, tax, product, and customer escalations, ensuring timely resolution while balancing customer experience and business requirements.

• Partner with Payroll Operations, Tax Operations, Product, Engineering, Restaurant Success, and other cross-functional teams to resolve customer issues and improve support processes.

• Identify operational trends, recurring customer pain points, and process improvement opportunities, communicating recommendations with a solutions-oriented mindset.

• Ensure compliance with established support processes, quality standards, data privacy requirements, and operational guidelines.

• Support business readiness initiatives, process changes, and the adoption of new tools, technologies, and AI-enabled support capabilities.

What you'll need to thrive (Requirements)

• 7+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.

• 3+ years of experience leading teams, including performance management, coaching, employee development, and engagement.

• Experience supporting or leading customer support teams for Payroll, Tax, HRIS, Financial, Accounting, or SaaS products.

• Working knowledge of U.S. payroll operations, payroll processing, tax concepts, employee lifecycle, payroll adjustments, year-end activities, and