Senior Customer Care Tech Specialist

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)

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As a Senior Customer Care Specialist for our Toast product, you'll be the first point of contact for our restaurant customers providing top-notch support via Chat, Voice, and Casework(Blended) channels.

You will:

• Deliver exceptional customer experiences by solving technical and functional issues proficiently and thoughtfully.

• Communicate complex technical information clearly to non-technical users.

• Manage multiple customer interactions while using internal systems appropriately.

• Collaborate closely with team members to share knowledge and best practices.

• Continuously expand your product expertise through training, real-time support, and hands-on experience.

• Support process improvements and contribute to creating a seamless support experience.

What you'll need to thrive (Requirements)

• 2–4 years of customer support experience, preferably in a tech/SaaS environment.

• Bachelor’s degree in any discipline.

• Top-notch verbal and written communication skills in English.

• Solid troubleshooting ability across hardware/software with great attention to detail.

• Ability to adapt quickly, multitask, and perform under pressure.

• Customer-first mindset with empathy and a collaborative at

Department: Customer Success : Customer Care : POS