Customer Care Specialist
Customer Care Specialist
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Job Description
Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love.
Bready* to make a change
As a Customer Care Specialist you will provide a worldclass experience to our Toast Customers through answering incoming customer questions. You are driven with purpose to resolve solutions and act as a Toast expert to help Toasts customers thrive. You are hungry to learn deliver a hospitality mindset and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast you are resilient motivated to deliver high quality customer interactions and excel in ambiguous environments.
Work Mode: Hybrid 23 days office)
Shift: Rotational 6PM 12PM)
Minimum Degree MandatoryAny UG
About this roll*
Deliver a top tier customer experience through creative problemsolving and consistent probing to craft accurate & timely outcomes for Toast Customers via our omnichannel support tools.
Perform troubleshooting and probing analysis with the customer regarding hardware software general billing inquiries payment processing and networking to guide them through the resolution process
Conduct problem analysis to narrow the scope of issues discover the root cause of errors and effectively resolve issues
Update and maintain accurate and detailed records of customer interactions via Salesforce including the steps taken to resolve issues
Understand technology issues by asking questions listening asking followup questions taking detailed notes and providing accurate time estimates for next steps
Partner closely with crossfunctional teams (Restaurant Success Onboarding Sales etc. to escalate and resolve more complex issues
Take ownership of learning about Toasts ever growing suite of products to provide the best assistance to our customers
Do you have the right ingredients*
3 years of experience in similar role such as; Technical Support or role responsible for customer satisfaction and championing the customer experience
Success operating independently and navigating competing priorities in a constantly changing environment
Proven track record of success navigating and troubleshooting technical tools for instance a Apple laptop and Android based software Toastnative hardware
Strong communication organizational and influencing skills
Experience answering incoming phone calls and ticketing systems
Special Sauce* (Nonessential Skills/Nice to Haves)
Experience working in the tech industry or for a SaaS company
Open to schedules that may include weekends holidays and nights
Possess product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment
Basic knowledge of Salesforce
Previous chat experience
40 Words Per Minute typing speed
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 benefitsat puns encouraged but not required
Diversity 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 inperson 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 .
Required Experience:
Unclear Seniority
Employment Type
Full Time
