Customer Care Expert - Enterprise

Toast • Omaha, NE

7d

About The Position

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

The role begins December 14th. Training lasts 8–10 weeks and is remote; employees must attend every training day, and PTO is not allowed during training. The role has a fixed starting pay rate that varies by geographic pay zone: Zone A is $31.50 per hour, Zone B is $27.25 per hour, and Zone C is $25 per hour.

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 know 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 work with both front-line restaurant staff and business stakeholders.
• Experience managing multichannel support through phone, chat, and email.
• Ability to work with general instruction on new or unfamiliar assignments and little day-to-day direction on established work.
• Must attend each day of the 8–10-week remote training; PTO is not allowed during training.

Nice To Haves

• Business-to-business technical support experience.
• High level of product knowledge of POS hardware, including how different devices function and operate in restaurant environments.
• 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 for enterprise customers.
• Diagnose and resolve issues involving Toast and third-party systems, including third-party ordering APIs and enterprise accounting integrations; follow established troubleshooting paths and escalate 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 workload based on account tier and urgency, following team prioritization guidelines.
• Communicate technical issues and actionable guidance clearly to restaurant staff and corporate IT contacts.
• Help de-escalate difficult customer situations and involve a manager or senior teammate for high-stakes, financially impactful, or executive-level cases.
• Own moderately difficult customer issues through resolution, partnering with Customer Success, Engineering, Onboarding, and Product as needed, and inform a lead about cases with broader implications.
• Share solutions in Slack and keep personal case notes and peer resources current; may serve as an informal resource for newer or less experienced teammates.

What This Job Offers

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