Customer Care Specialist US Payroll

At Toast were on a mission to empower the restaurant community with technology that helps them thrive. Our platform is designed to help restaurants take control adapt and focus on what they do best delivering great food and service.

Were looking for motivated problem-solvers who thrive in dynamic environments and want to make an impact every single day. If youre customer-obsessed tech-savvy and love working with a team you might be our next Customer Care Specialist.

A day in the life (Responsibilities) :
As a Customer Care Specialist for our Toast Payroll & Tax product youll be the first point of contact for our restaurant customers providing top-notch support via Chat Voice and Casework (Blended) channels.

• Deliver exceptional customer experiences by resolving payroll tax and product-related issues accurately efficiently and empathetically.
• Support customers through payroll workflows including payroll processing employee setup direct deposits tax withholdings payroll corrections reporting and year-end activities.
• Assist restaurant operators in understanding payroll processes tax-related functionality and product capabilities while ensuring a seamless customer experience.
• Troubleshoot payroll calculations tax filing issues employee records earnings deductions benefits and payroll configuration using internal systems and tools.
• Communicate complex payroll and technical concepts clearly to customers with varying levels of payroll knowledge.
• Manage multiple customer interactions simultaneously while maintaining accuracy ownership and attention to detail.
• Collaborate closely with Payroll Operations Tax Operations and internal support teams to resolve complex customer issues.
• Handle sensitive payroll and employee information with the highest level of confidentiality and professionalism.
• Continuously expand your expertise in U.S. payroll regulations tax concepts Toast Payroll functionality and emerging product capabilities through ongoing learning and hands-on experience.
• Support process improvements contribute to knowledge management and help create a seamless payroll support experience for our customers.

What youll need to thrive (Requirements):

• 13 years of customer support experience preferably supporting Payroll HRIS Tax Financial Accounting or SaaS products.
• Bachelors degree in any discipline.
• Top-notch verbal and written communication skills in English.
• Experience supporting payroll tax financial or related software products.
• Strong understanding of U.S. payroll fundamentals payroll processing employee lifecycle payroll taxes deductions earnings direct deposits and payroll compliance concepts.
• Working knowledge of U.S. Federal State and Local payroll tax concepts tax withholdings W-2s payroll adjustments and year-end payroll activities.
• Ability to explain payroll and tax concepts clearly accurately and empathetically to customers with varying levels of technical expertise.
• Strong analytical and troubleshooting skills with the ability to investigate payroll discrepancies system behaviour and customer configuration issues.
• Strong attention to detail and discretion when handling confidential payroll tax and employee information.
• Ability to distinguish between product configuration issues payroll processing errors customer setup issues and product defects to determine appropriate resolution paths.
• Comfortable navigating multiple systems CRM platforms internal knowledge bases diagnostic tools and support applications simultaneously.
• Ability to adapt quickly multitask and perform effectively under payroll deadlines and time-sensitive situations.
• Customer-first mindset with empathy accountability and a collaborative attitude.
• Fast typing skills and comfort using multiple tools and systems.
• Willing to work in 247 rotational shifts and rotational week offs.
• Flexible: Comfortable with night shifts & rotating shifts and business changes.
• Dexterity: Willing to support across multiple channels chat voice and tickets.
• Adaptable: Open to learning new systems and evolving technologies.
• Collaborative: Ready to work across teams and adjust to process shifts.
• Committed: Focused on delivering consistent results that meet SLAs and KPIs.

Working Model & Shift Details:

Shifts: Rotational (including weekends and holidays) within a 24x7 support structure.
Initial 6 months: Work from Office (Chennai).

AI at Toast

At Toast one of our company values is that were 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; its a core part of our culture.

Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract retain and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs. Learn more about our benefits at Toast Uses AI in its Hiring Process

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. To learn more: Approach to Hybrid Working

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. Please visit the Locations page on our career site to learn more about our in-office expectations by region: Equity and Inclusion is Baked into our Recipe for Success

At Toast our employees are our secret ingredientwhen they thrive we 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.

We Thrive Together

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 restaurant community. To learn more about how we work globally and regionally check out: today!

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. If you need an accommodation to access the job application or interview process please contact .

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