Customer Care Expert Retail

Customer Care Expert - Retail

Start Date:4/20

Location: Omaha NE Office - 1926 S 67th St Suite 200 Omaha NE 68106.You will be expected to be in office 2 days a week post training.

Training will be 6 weeks long and will take place FULLY ONSITE Monday through Friday 9am - 6pm CST.

Open Availability is required. Post training schedules will range Monday - Sunday 7am - 7pm CST.

Toast is driven by building a platform that helps retailers and restaurants operate their business increase sales engage customers and keep employees happy.

Bready* to make a change

We are looking for a founding team member as we launch dedicated support for our retail customers. This team will be responsible for providing inbound support for retailers in a generalist model. As one of our founding team members youll partner closely with Care leadership enablement customer success onboarding and more to help us understand a retail operators unique needs and how we can deliver a customer experience that helps them thrive.

As a Customer Care Expert you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction Key Performance Indicators (KPIs). You will respond to and resolve complex and nuanced inquiries on Toast products and services and take ownership of the customer experience. You are able to apply principles and methodologies such as empathy good judgment and a consultative approach to customer interactions. As a pivotal stakeholder you partner with leadership and cross-functional teams across the company. To thrive as a Customer Care Expert at Toast you are a customer champion thrive in escalated situations and excel in ambiguous environments!

About this roll* (Responsibilities)

• Deliver a top tier customer experience over chat through creative problem-solving and consistent probing to craft accurate & timely outcomes for Toast Customers
• Understand technology issues by asking questions listening asking follow-up questions taking detailed notes and providing accurate time estimates for next steps
• Help set up and troubleshoot technology devices for customers
• Communicate & collaborate effectively to our Toast customers resolve complex customer inquiries and increase customer satisfaction.
• Support the business by recommending process improvements to management toward advancing customer programs.
• Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience.

Do you have the right ingredients* (Requirements)

• 2 years of experience in a role responsible for customer satisfaction or 1 year working in a customer support role providing technical troubleshooting and solving difficult problems
• Experience with root cause analysis; able to understand unique situations and deliver solutions to these problems
• Proven track record of success navigating and troubleshooting technical tools for instance a Apple laptop and Android based software Toast hardware
• Strong verbal/ written communication organizational and influencing skills
• Success operating independently and navigating competing priorities in a constantly changing environment

Special Sauce* (Non-essential Skills/Nice to Haves)

• Experience answering inbound contacts via chat phone and/or email
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends holidays and nights

Our Spread* of Total Rewards

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 Bread puns encouraged but not required

AI at Toast

At Toast one of our company values is that were hungry to build and 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 starting pay rate for this role is below. Please note there is not a range for this role the number listed below is the rate.