Description
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
We're looking for motivated problem-solvers who thrive in dynamic environments and want to make an impact every single day. If you're customer-obsessed, tech-savvy, and love working with a team, you might be our next Senior Customer Care Specialist.
Responsibilities
As a Senior Customer Care Specialist for our Toast product, you'll be the first point of contact for our restaurant customers providing top-notch support via Chat, Voice, and Casework(Blended) channels. You will:
- Deliver exceptional customer experiences by solving technical and functional issues proficiently and thoughtfully.
- Communicate complex technical information clearly to non-technical users.
- Manage multiple customer interactions while using internal systems appropriately.
- Collaborate closely with team members to share knowledge and best practices.
- Continuously expand your product expertise through training, real-time support, and hands-on experience.
- Support process improvements and contribute to creating a seamless support experience.
Requirements
- 2–4 years of customer support experience, preferably in a tech/SaaS environment.
- Bachelor’s degree in any discipline.
- Top-notch verbal and written communication skills in English.
- Solid troubleshooting ability across hardware/software with great attention to detail.
- Ability to adapt quickly, multitask, and perform under pressure.
- Customer-first mindset with empathy and a collaborative attitude.
- Fast typing skills and comfort using multiple tools and systems.
- Willing to work in 24*7 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.
Nice to Have
- Experience with chat, voice and ticketing systems.
- Background supporting technical tools, POS systems, or working in/with restaurants.
Benefits
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 https://careers.toasttab.com/toast-benefits.