Customer Care Expert - Enterprise

Toast

18h • Hybrid

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Enterprise Support team delivers advanced, omnichannel technical support to complex enterprise clients, including corporate restaurant brands, national franchises, and international locations. The Customer Care Expert resolves highly complex, high-risk technical issues across a broad product landscape, manages enterprise stakeholders, and handles incoming questions by phone, chat, and email in a fast-paced, ambiguous environment.

The role starts December 14. Training lasts 8–10 weeks and is remote; employees must attend every training day, and PTO is not allowed during training. Toast uses AI tools during hiring for tasks such as interview note-taking, summarization, and documentation, but hiring decisions are made by people. 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, and 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 by phone, chat, and email.
• Ability to work with general instruction on new or unfamiliar assignments and 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 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, maintain an up-to-date active backlog, 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 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 alert a lead to 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.

Benefits

• Toast describes its total rewards package as including competitive compensation and benefits intended to support a healthy lifestyle and flexibility for employees' 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