Customer Care Expert – Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and troubleshoot issues related to hardware, financial transaction mechanics, API integrations, and menu configurations across Toast products.

• Identify and resolve challenges involving Toast and third-party systems, including ordering APIs and enterprise accounting integrations.

• Handle incoming cases via phone, chat, and email, ensuring the active backlog is consistently updated.

• Bring attention to aging cases for review by the lead or manager.

• Prioritize workload based on account tier and urgency of the issues.

• Convert technical challenges into clear, actionable guidance for restaurant staff and corporate IT personnel.

• Assist in de-escalating complex customer situations.

• Take ownership of moderately complex customer issues until they are fully resolved.

• Collaborate with Customer Success, Engineering, Onboarding, and Product teams.

• Share solutions via Slack and maintain accurate case notes and peer resources.

• Serve as an informal mentor for new team members.

⛳️ Requirements

• 2–4 years of experience in a Technical Support position focused on customer satisfaction and enhancing the customer experience.

• Capability to quickly assimilate Toast's product suite and leverage that knowledge to address technical issues.

• Skill in identifying less-obvious solutions to moderately complex problems and escalating issues beyond established documentation or standard operating procedures.

• Foundational knowledge of software, hardware, and networking concepts.

• Proven track record of acquiring new technical skills in a professional setting.

• Strong communication and organizational capabilities.

• Experience in managing support across multiple channels, including phone, chat, and email.

• Ability to work with general instructions on unfamiliar tasks and independently manage established responsibilities.

• Business-to-business technical support experience is a plus.

• Knowledge of POS hardware products is a plus.

• Willingness to work during weekends, holidays, and night shifts is a plus.

🏝️ Benefits

• Competitive salary and comprehensive benefits programs.

• Flexible benefits that promote a healthy lifestyle and adapt to changing needs.

• Remote training for a duration of 8–10 weeks.

• Hybrid work model that values both in-person collaboration and individual preferences.

• Reasonable accommodations provided during the hiring process.