Customer Onboarding Support Manager

• 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).