Senior Customer Care Tech Specialist

Job description

Toast is driven by building a restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.Customer Care Advisors (CCAs) are pivotal stakeholders in responding to and resolving escalated account issues, such as credits and billing inquiries, to meet customer needs. As a CCA, you will be a part of the Account Operations campaign, and assist customers with Toast contracts and billing-related inquiries, offering support for modifications, credits, and account adjustments. A day in the life (Responsibilities) • Manage customer inquiries related to subscriptions, service agreements, and accounts across email, Salesforce tickets, chat, and voice channels. • Investigate and resolve complex issues concerning contracts, billing charges, and fees with accuracy and attention to detail. • Deliver clear, courteous, and empathetic communication to ensure customers feel supported and understood. • Proactively address credit requests and process account adjustments to strengthen satisfaction with Toast POS. • Partner with cross-functional teams to deliver a seamless, high-quality customer experience. • Identify and respond appropriately to potential fraud cases, applying the necessary measures to protect customers and the business. • Contribute to continuous improvement by actively supporting initiatives that enhance customer programs and overall experience. What you'll need to thrive (Requirements) • 1-3 years of customer service experience, working with customer billing inquiries and account management • SaaS background preferred • Experience in using Salesforce a • Strong abilities in teamwork, communication, and collaboration for effective interaction with colleagues and customers • Easily adapting to a dynamic, fast-paced setting • Detail obsessed and a willingness to handle various tasks while ensuring efficiency Your Secret Sauce* (Competencies) • Customer-first mindset with empathy and problem-solving skills. • Strong process discipline, accuracy, and attention to detail. • High integrity and discretion in handling sensitive data. • Ability to collaborate effectively and adapt to changing priorities. • Confidence in making sound decisions within defined protocols. This role follows a rotational shift schedule (including evenings, weekends, and holidays). Training and onboarding will be onsite. At Toast, we work in a hybrid model with a minimum of 2 days in office. For the first 12 months after go-live, we’ll ask you to be onsite at least 3 days a week to ensure strong collaboration and support. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To lear