Customer Care Expert, Enterprise

Toast • Omaha, NE

1d • Hybrid

About The Position

The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email.

Requirements

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues.
• Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs.
• Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.
• Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders.
• Experience managing multichannel (phone, chat, email) support.
• Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work.

Nice To Haves

• Business to business technical support.
• Possess a high level of product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment.
• Open to schedules that may include weekends, holidays and nights.

Responsibilities

• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers.
• Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance.
• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager.
• Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
• Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance.
• Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.
• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed and looping in your lead on cases with broader implications.
• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer or less experienced teammates.

Benefits

• Competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry.
• Total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed