Manager, Care Account Recovery
Toast
Bengaluru, Karnataka, IndiaPosted 1 month ago
Skill Required
Customer Success : Customer Care : POSEngineeringSalesforceanalyticalObservabilitysecuritybuildingdesignIAMAI
Key highlights
- 5–7 years of experience in customer operations, security operations, or BPO/shared services, with at least 2 years in a people management role
- Flexibility to work in rotating shifts, including evenings, weekends, and holidays
- Competitive compensation and benefits programs
- Hybrid work model
Role overview
Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love. As a Manager for Toast’s Account Recovery team, your role is pivotal in supporting the productivity, compliance, and overall success of this specialized Care function. This team is responsible for securely helping customers regain access to their accounts, including MFA resets, MFA disables, and email address changes, while upholding strict security protocols and delivering a seamless customer experience.
Responsibilities
- Manage, coach, and performance-monitor a team of Account Recovery Agents, ensuring accuracy, compliance, and SLA adherence.
- Train and develop team members on verification protocols, security tools, and evolving account recovery processes.
- Maintain open communication with agents, addressing concerns and ideas, and sharing insights with leadership as appropriate.
- Assist agents with challenging verification cases and oversee escalations requiring judgment in ambiguous or sensitive situations.
- Handle escalated customer issues directly from senior leadership and cross-functional stakeholders.
- Drive operational excellence by monitoring key metrics, analyzing trends, and implementing process and workflow improvements.
- Ensure compliance with data privacy, security, and regulatory requirements across all account recovery activities.
- Manage the use of Salesforce, Zendesk, authentication platforms (e.g., Okta, Duo, Authy), and related applications to ensure accurate case management and reporting.
Requirements
- Bachelor’s degree or higher from a recognized institution.
- 5–7 years of experience in customer operations, security operations, or BPO/shared services, with at least 2 years in a people management role.
- Proven ability to address complex customer issues and manage sensitive escalations.
- Success operating independently and navigating competing priorities in a fast-paced, evolving environment.
- Genuine commitment to nurturing the professional growth and development of team members.
- Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
- Familiarity with identity verification tools, CRMs (e.g., Salesforce, Zendesk), and authentication platforms (e.g., Okta, Duo, Authy).
- Flexibility to work in rotating shifts, including evenings, weekends, and holidays, aligned with U.S. business hours.
Benefits
- Competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry.
- Total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs.
Additional details
- At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
- Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
- We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location.
- At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
- 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.
- For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.