Customer Care Expert, Enterprise

Customer Care Expert - Enterprise

Start Date: October 19th - Training is 8-10 weeks on-site in the Omaha, NE office. There is no PTO allowed during training.

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week, post training.

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.

A day in the life

The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email.

What you’ll do (Responsibilities)

• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers.

• Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance.

• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager.

• Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.

• Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance.

• Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.

• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed and looping in your lead on cases with broader implications.

• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer or less experienced teammates.

What you’ll need to thrive (Requirements)

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.

• Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues.

• Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs.

• Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.

• Good communication and organizational skills, with the ability to flex between front-line restaurant staff and business stakeholders.

• Experience managing multichannel (phone, chat, email) support.

• Works well with general instruction on new or unfamiliar assignments, and normally needs little day-to-day direction on established work.

What will help you stand out (Nonessential Skills/Nice to Haves)

• Business to