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 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 chat 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, resolve complex customer inquiries, and increase customer satisfaction.

• Support the business by recommending process improvements to management toward advancing customer programs.

• Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience.

What you'll need to thrive (Requirements)

• 1+ years of experience in a role responsible for customer satisfaction or 1+ year working in a customer support role providing technical troubleshooting and solving difficult problems

• Experience with root cause analysis; able to understand unique situations and deliver solutions to these problems

• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast hardware

• Strong verbal/ written communication, organizational, and influencing skills

• Success operating independently and navigating competing priorities in a constantly changing environment

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

• Experience answering inbound contacts via phone, chat and/or email

• Experience working in the tech industry or for a SaaS company

• Open to schedules that may include weekends, holidays and nights

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