Customer Care Specialist, Retail

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

We are looking for a founding voice support team member as we launch dedicated support for our retail customers. This team will be responsible for providing inbound support for retailers in a generalist model. As one of our founding team members, you’ll partner closely with Care leadership, enablement, customer success, onboarding and more to help us understand a retail operator’s unique needs and how we can deliver a customer experience that helps them thrive.

As a Customer Care Specialist, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction Key Performance Indicators (KPIs). You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer experience. You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer interactions. As a pivotal stakeholder, you partner with leadership and cross-functional teams across the company. To thrive as a Customer Care Specialist at Toast, you are a customer champion, thrive in escalated situations, and excel in ambiguous environments!

A day in the life (Responsibilities)

• Deliver a top tier customer experience over phones through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers

• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps

• Help set up and troubleshoot technology devices for customers

• Communicate & collaborate effectively to our Toast customers, re

Department: Customer Success : Customer Care : Retail