Customer Care Manager II - US Payroll

Customer Care Manager II - US Payroll

Location: Chennai, India

Job Type: Full-time 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 Customer Care Manager II- Payroll , you will actively lead a team of Team Leads and / Or Customer Care Specialists supporting Toast Payroll & Tax . You are responsible for driving operational excellence, customer experience, people development, and business outcomes while serving as a leader within our Payroll & Tax Care organization.

You will oversee the end-to-end customer journey for restaurant operators managing payroll and tax on Toast, ensuring customers receive timely, accurate, and compliant support throughout their experience.

You will partner closely with cross-functional teams including Payroll Operations, Tax Operations, Product, Engineering, Restaurant Success, Onboarding, and Workforce Management to continuously improve the customer experience, influence product improvements, and establish scalable operational processes.

To thrive as a Customer Care Manager II at Toast, you are a resilient people leader who excels at coaching leaders, developing high-performing teams, driving operational excellence through data, and navigating ambiguity in a fast-paced SaaS environment.

Role Overview

• Direct a team consisting of Team Leads and / or Customer Care Specialists in support of Toast Payroll & Tax, ensuring the delivery of superior customer journeys and operational success.

• Cultivate an environment of high performance and collaboration that prioritizes professional coaching, individual accountability, and a commitment to ongoing improvement.

• Accomplish key business targets by utilizing strong people leadership, precise operational execution, and data-driven workforce planning.

• Supervise support operations within our fast-paced SaaS framework, facilitating business growth while maintaining strict compliance and service quality.

• Advocate for workflow enhancements, the integration of AI tools, and effective change management strategies throughout the care organization.

• Function as a vital liaison between Product, Tax, and Engineering departments to drive improvements in the restaurant operator experience.

A day in the life (Responsibilities)

Team Leadership & Performance Management

• Lead, coach, and develop a team of Team Leads and Senior Customer Care Specialists supporting Payroll & Tax customers.

• Build a high-performing leadership bench through coaching, mentoring, succession planning, and career development.

• Drive accountability across operational KPIs including CSAT, Quality, SLA attainment, Productivity, Resolution Time, Escalation Management, and Employee Engagement.

• Conduct regular performance reviews, calibration sessions, coaching conversations, and talent development initiatives.

• Foster an inclusive, collaborative, and psychologically safe culture that encourages innovation, ownership, and continuous learning.

• Ensure adherence to compliance, operational policies, quality standards, and regulatory requirements.

Customer Experience & Support Operations

• Own the end-to-end customer support experience for Payroll & Tax customers, ensuring accurate, timely, and empathetic resolution of customer issues.

• Act as the primary escalation leader for complex payroll, tax, compliance, and product-related customer concerns.

• Partner with Payroll Operations and Tax Operations to ensure customers receive accurate guidance on payroll processing, tax filings, year-end activities, and compliance-related workflows.

• Collaborate with Product, Engineering, Restaurant Success, Sales, Onboarding, and Enablement teams to improve customer experience and reduce recurring issues.

• Partner with Workforce Management to optimize staffing, scheduling, and operational readiness to meet customer demand.

Process Optimization & Change Management

• Identify operational trends and implement scalable process improvements that improve customer experience, operational efficiency, and business performance.

• Drive workflow optimisation, automation initiatives, AI-assisted support capabilities, and knowledge management improvements.

• Lead organisational changes, process transitions, product launches, and operational readiness initiatives with minimal disruption.

• Establish operational best practices for case management, customer communication, escalation management, and support workflows.

• Drive continuous improvement initiatives using customer insights, operational metrics, and root cause analysis.

Stakeholder Collaboration & Reporting

• Partner with senior leadership to align customer care strategy with broader business objectives and customer success initiatives.

• Develop and present operational reviews, business performance updates, customer insights, and strategic recommendations using data-driven analysis.

• Collaborate with Product, Engineering, Payroll Operations, Tax Operations, Finance, HR, Learning & Development, and Workforce Management to improve operational performance.

• Influence cross-functional stakeholders by identifying customer pain points, recommending process improvements, and advocating for customer-centric solutions.

• Ensure clear, timely, and consistent communication across leadership teams regarding business performance, operational risks, and organisational priorities.

What you'll need to thrive (Requirements)

• Bachelor's degree is mandatory in Business Administration, Finance, Accounting, Human Resources, Customer Service, or a related field.

• 10+ years of experience in customer service, customer success, payroll operations, or customer care leadership, preferably within a SaaS environment.

• 5+ years of experience leading managers or team leads, with demonstrated success in coaching, talent development, succession planning, and organisational leadership.

• Experience leading customer support operations for Payroll, Tax, HRIS, Financial, or related SaaS products.

• Strong understanding of U.S. payroll operations, payroll lifecycle, payroll taxes, employee lifecycle, year-end processing, tax filings, payroll compliance, and related customer workflows.

• Ability to lead teams supporting complex payroll, tax, compliance, and product-related customer issues while balancing customer experience and business risk.

• Proven ability to partner with Product, Engineering, Payroll Operations, Tax Operations, and Customer Success teams to influence product improvements and operational excellence.

• Demonstrated success leading large operational teams through change management, business transformation, organisational growth, and operational scaling.

• Strong analytical skills with experience leveraging operational metrics, customer insights, and performance data to drive business decisions and continuous improvement.

• Experience managing customer escalations, operational risk, service recovery, and executive-level customer communications.

• Familiarity with CRM platforms, workforce management systems, quality frameworks, reporting tools, and customer support technologies.