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Customer Onboarding Support Manager

Customer Onboarding Support Manager

ConfidentialChennai
3 days ago
Job description
  • 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).

      • Skills Required

      Team Management, Team Development, Saas, team operations

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    Customer Support • Chennai