Jobs at Toast

Lead and develop team leads and customer care specialists supporting Toast Payroll & Tax. Drive operational excellence across KPIs (CSAT, SLA, quality), own escalations, partner with Product/Engineering/Operations, optimize processes and AI-assisted workflows, and manage change to improve customer experience and compliance in a fast-paced SaaS environment.

Manage and coach a Chennai-based customer care team for international customers, ensuring schedule adherence, quality assurance, escalations, training, and cross-functional process improvements to deliver high-quality customer support.

Manage and develop a Chennai-based Customer Care team supporting Toast Payroll & Tax. Coach agents, handle escalations, monitor CSAT, QA, productivity and SLAs, collaborate with cross-functional teams to resolve issues, drive process improvements, ensure compliance, and support adoption of new tools including AI-enabled support capabilities.

Provide frontline support for Toast Payroll & Tax via chat, voice, and casework. Resolve payroll and tax issues, troubleshoot calculations and configurations, guide customers through payroll workflows, collaborate with operations teams, protect confidential data, and support process improvements while meeting SLAs in a 24×7 rotational shift model.

Manage and optimize global revenue accounting processes: analyze revenue transactions, prepare monthly journal entries and reconciliations, ensure ASC 606 compliance, support month-end close, drive system enhancements and process improvements in NetSuite and Zuora, and collaborate cross-functionally on controls, documentation, and migrations.

Own and optimize the global Procure-to-Pay lifecycle: design workflows, enforce SOX-compliant controls, manage vendor risk, lead a two-person team, administer procurement systems (Zip, Navan), and evaluate/migrate procurement platforms while driving stakeholder training and change management.