Customer Care Expert - Enterprise

Toast • Omaha, NE

17h • Hybrid

About The Position

Toast’s Enterprise Support team provides advanced, omnichannel technical support to complex enterprise clients, including corporate restaurant brands, national franchises, and international locations. The Customer Care Expert resolves highly complex and high-risk technical issues across Toast products, manages enterprise stakeholders, and supports customers through phone, chat, and email in a fast-paced environment.

The role begins December 14. Initial training lasts 8–10 weeks and is remote; attendance is required each training day, and PTO is not allowed during training. Toast describes its work model as hybrid, with in-office expectations varying by region.

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 and apply that knowledge across a wide range of technical issues.
• Ability to identify less-obvious solutions to moderately difficult problems and recognize when to escalate issues outside established documentation or standard operating procedures.
• Foundational understanding of how software, hardware, and networks interact, with a track record of learning new technical skills on the job.
• Good communication and organizational skills, including the ability to communicate with both front-line restaurant staff and business stakeholders.
• Experience managing multichannel support across phone, chat, and email.
• Ability to work with general instruction on new or unfamiliar assignments and normally require little day-to-day direction on established work.

Nice To Haves

• Business-to-business technical support experience.
• Strong product knowledge of POS hardware, including device functions and operation in a restaurant environment.
• Openness to schedules that may include weekends, holidays, and nights.

Responsibilities

• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across Toast products.
• Diagnose and resolve issues involving Toast and third-party systems, following established troubleshooting paths and escalating cases outside documented guidance.
• Manage inbound cases across phone, chat, and email; keep the active case backlog current and flag aging cases to a lead or manager.
• Help triage incoming work based on account tier and urgency, following team prioritization guidelines.
• Communicate technical issues and actionable guidance to audiences ranging from restaurant staff to corporate IT contacts.
• Help de-escalate difficult customer situations and involve a manager or senior teammate in high-stakes, financially impacted, or executive-level cases.
• Own moderately difficult customer issues through resolution, partnering with Customer Success, Engineering, Onboarding, and Product as needed, and notifying a lead about cases with broader implications.
• Share solutions in Slack and maintain current case notes and peer resources; may serve as an informal resource for newer or less experienced teammates.

Benefits

• Toast provides a total rewards package that includes compensation and benefits intended to support a healthy lifestyle and changing needs; specific benefits are not listed in the posting.

What This Job Offers

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