Customer Onboarding Support Manager

Customer Onboarding Manager
Job Level: M2
Location: Chennai (Hybrid – 2 days in-office/week)
Work Hours: 2:00 PM – 11:00 PM IST

About Toast

Toast is on a mission to empower the restaurant community by building a platform that helps them adapt, grow, and thrive. We support our customers by giving them the tools to take control of their operations and build the businesses they love.

Bready to make a change?* Join us in revolutionizing how restaurants run.

About this roll (Responsibilities)*

As the xtraCHEF Onboarding Manager, you will play a pivotal role in supporting the productivity of internal teams and the overall success of our customers. You will lead a team responsible for guiding customers through their onboarding journey, improving their experience with Toast, and building lasting relationships.

Key Responsibilities:

• Lead and coach the Onboarding team using deep product knowledge and a customer-first mindset, in coordination with Onsite Onboarding Managers.

• Drive process improvements using data and analytics to inform decisions.

• Monitor and uphold team performance against defined SLAs for each line of business.

• Collaborate cross-functionally with Customer Success, Product, and Engineering teams to continuously improve the onboarding experience.

• Build strong relationships with your team to encourage process clarity, technical troubleshooting, and continuous learning.

• Define and track key onboarding milestones, tasks, and deadlines to ensure timely delivery.

• Provide actionable customer insights and feedback to internal teams to inform product and service enhancements.

• Maintain open communication across onsite and remote teams, proactively addressing concerns and suggestions.

• Champion professional development through regular coaching and knowledge-sharing on Toast’s evolving product offerings.

• Handle escalated customer issues, including feedback from Toast’s Senior Leadership Team.

• Manage tools and systems such as Salesforce, Zendesk, JIRA, and Asana for efficient team operations.

Do you have the right ingredients? (Requirements)*

• 2–3 years of experience in a team management or coaching role (e.g., Team Lead, Supervisor, or Manager).

• 7+ years of experience managing customer onboarding programs and delivering exceptional customer experiences.

• Proven track record of managing multiple projects across teams while ensuring strong stakeholder communication.

• Experience in building and managing dashboards to track performance and customer success metrics.

• Passion for team development and fostering a culture of growth and continuous improvement.

• Strong problem-solving skills and ability to resolve complex customer issues with professionalism.

• Background in the Restaurant, SaaS, or FinTech industries is a strong plus.

Special Sauce (Nice-to-Haves)*

• Experience in the tech or SaaS industry.

• Flexibility to work with both India and US time zones.

• Ability to start in a remote setup and transition to hybrid (2 days/week in office).

If you're a driven leader who thrives on improving customer journeys and leading high-performing teams, we’d love to hear from you!