Teams 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.