Customer Care Specialist, Guest

About the position

The Guest Support team assists the Toast client restaurant's guests, primarily users of the Toast TakeOut app. We use a hospitality mindset to help their guests by answering incoming questions regarding order issues, delivery issues, account updates, gift cards, rewards and loyalty programs, and product feedback. As a Customer Care Specialist, you are driven with purpose to resolve issues and act as a Toast expert. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.

Responsibilities

• Deliver a top tier restaurant guest experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes.
• Conduct Toast procedures to escalate and coordinate the guest response in accordance with Toast values.
• Expand your knowledge of Toast's hardware and software weekly through professional development time, training, knowledgebase articles, and the experience gained from performing the roll.

Requirements

• 1+ years of experience in a role responsible for customer satisfaction and championing the customer experience.
• Success operating independently and navigating competing priorities in a constantly changing environment.
• Proven track record of success navigating and troubleshooting technical tools, for instance apps on both iOS and Android.
• Strong communication, organizational, and influencing skills.

Nice-to-haves

• Experience answering customer emails and instant messages
• Experience working in the tech industry or for a SaaS company
• Strong teamwork skills and customer advocacy
• Experience using Zendesk or another customer engagement tool
• Open to working weekends, holidays and night schedules