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)
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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 attitude.
- Fast typing skills and comfort using multiple tools and systems.
- Willing to work in 24*7 rotational shifts and rotational week offs.
- Flexible: Comfortable with night shifts & rotating shifts and business changes.
- Dexterity: Willing to support across multiple channels chat, voice, and tickets.
- Adaptable: Open to learning new systems and evolving technologies.
- Collaborative: Ready to work across teams and adjust to process shifts.
- Committed: Focused on delivering consistent results that meet SLAs and KPIs.
- Shifts: Rotational (including weekends and holidays) within a 24x7 support structure.
- Initial 6 months: Work from Office (Bangalore).
Nice to Have
- Experience with chat, voice and ticketing systems.
- Background supporting technical tools, POS systems, or working in/with restaurants.
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 learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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