Customer Care Expert - Payments

As a Payments Customer Care Expert at Toast, you will engage directly with customers to provide specialized support and ensure customer satisfaction. Your responsibilities will include troubleshooting and analyzing billing inquiries, resolving payment processing questions, and communicating effectively with customers. Additionally, you will collaborate with various internal teams to meet customer needs and recommend process improvements. The ideal candidate will have experience in customer care or support roles, possess strong technical troubleshooting skills, and have a basic understanding of financial transaction processing and payments.

• Perform thorough troubleshooting and probing analysis with customers regarding general billing inquiries and payment processing questions
• Support customers through issues and questions surrounding credit card processing, credit card issuers, bank accounts, payment disputes, and all corresponding financial reporting
• Communicate and collaborate effectively with Toast customers to resolve complex inquiries and increase customer satisfaction
• Possess a high level of product knowledge with Toast reporting and CC Processing tools
• Support the business by recommending process improvements to management to advance customer programs
• Collaborate and actively participate with internal team members in meetings and 1:1 training to provide a great customer experience
• Update and maintain records in the customer database (Salesforce)
• Provide technical troubleshooting and champion the customer in a Customer Care or Support role
• Operate independently and navigate competing priorities in a constantly changing environment
• Navigate and troubleshoot technical tools, such as an Apple laptop and Android-based software + Toast-native hardware
• Understand basic financial transaction processing and payments
• Have strong communication, organizational, and influencing skills
• Answer incoming phone calls and use ticketing systems (nice to have)
• Have experience working in the tech industry or for a SaaS company (nice to have)
• Be open to schedules that may include weekends, holidays, and nights
• Have a strong desire and willingness to work with numbers and reporting

• 1+ years working in a Customer Care or Support role providing technical troubleshooting and championing the customer
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting technical tools, for instance an Apple laptop and Android based software + Toast-native hardware
• Understanding of basic financial transaction processing and payments
• Strong communication, organizational, and influencing skills
• Experience answering incoming phone calls and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays, and nights
• Strong desire and willingness to work with numbers and reporting

• Competitive compensation and benefits programs
• Healthy lifestyle support and flexibility
• Total rewards package
• Diversity, Equity, and Inclusion initiatives
• Accessible and inclusive hiring process