Job Description

Toast is dedicated to constructing the premier restaurant platform, empowering restaurants to adapt, regain control, and excel in what they do best: nurturing the businesses they cherish. As the Account Operations Manager in Bangalore, you\'ll oversee Toast equipment fulfillment and ensure exceptional service for diverse live customers. Your role includes providing direct operational support to critical regions within account management/restaurant Success, collaborating across divisions to guarantee an outstanding post-sales customer experience. Your responsibilities cover overseeing tasks impacting customer partnerships, revenue retention, issue handling, and case triage. About this roll* (Responsibilities) Manage and coach a team of agents while monitoring their case work and maintain accuracy. Train and develop members of the team on process, technical troubleshooting, and new product knowledge. Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate Assist agents with challenging customer contacts and escalations and oversee fraud case understanding and resolution Handle escalated customer issues directly from the Senior Leadership Team. Manage the use of Salesforce.com, Netsuite, and all related applications. Do you have the right ingredients* (Requirements) 1-2 years of experience performance managing and coaching, for instance a Team Lead or Manager 3+ years of experience in a role responsible for customer satisfaction and championing the customer experience Success operating independently and navigating competing priorities in a constantly changing environment A genuine commitment to nurturing the professional growth and development of team members. Proven ability to address intricate customer issues promptly and with the utmost professionalism. Restaurant, SaaS or FinTech experience is a plus. Note: Your work timings will be from 5 PM to 2 AM IST. We are Toasters Diversity, Equity, and Inclusion is Baked into our Recipe for Success. At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds. The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals. Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry. Bready* to make a change Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [HIDDEN TEXT].

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