Manager, Customer Care - Kitchen
On-siteChennai, Tamil Nadu, India
Job Summary
Manage, coach, and develop a team of Customer Care Specialists while monitoring attendance, schedule adherence, productivity, and overall performance. Provide regular coaching, feedback, and performance development through Quality Assurance reviews, One-on-One sessions, and real-time coaching to improve customer experience and operational performance. Train team members on product functionality, troubleshooting techniques, compliance expectations, and new product releases. Monitor key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed. Partner with cross-functional teams such as Restaurant Success, Sales, and Onboarding to resolve escalations and improve support processes. Assist with complex payroll, tax, and product escalations while ensuring timely resolution. Identify operational trends and process improvement opportunities to support business readiness initiatives and the adoption of new tools and AI-enabled capabilities.
Required Qualifications
- 7+ years of experience in customer service, customer support, or customer success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences
- 3+ years of experience leading teams, including performance management, coaching, employee development, and engagement
- Experience supporting or leading customer support teams for SaaS products
- Strong operational leadership skills with the ability to drive quality, productivity, customer satisfaction, SLA attainment, and adherence to established support processes
- Strong analytical, coaching, and problem-solving skills with a continuous improvement mindset and the ability to make data-driven decisions
- Experience managing customer escalations with professionalism, urgency, and sound judgement while maintaining a customer-first approach
- Ability to prioritise multiple operational demands and perform effectively in a fast-paced, constantly evolving environment
- Excellent verbal and written communication skills with the ability to influence, coach, and collaborate across teams
- Experience working with CRM platforms, ticketing systems, knowledge management tools, and customer support technologies
- Open to 24×7 shift timings and schedules that may include rotational week-offs, weekends, holidays, and night shifts
Desired Qualifications
- Experience supporting the restaurant, hospitality, retail, or point-of-sale (POS) industry
- Experience participating in new product launches, pilot programs, or operational readiness initiatives
- Exposure to Lean, Six Sigma, Kaizen, or other continuous improvement methodologies
- Experience facilitating calibration sessions, quality reviews, and coaching workshops
- Working knowledge of workforce management and capacity planning principles
- Experience contributing to knowledge management, SOP creation, or training content development
- Demonstrated success leading employee engagement, recognition, or culture-building initiatives
- Exposure to project management or cross-functional operational initiatives
- Professional certifications in leadership, coaching, project management, or operational excellence
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