toast
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. As a Senior customer Care Specialist - Toast, you'll be the hero of our customers' day and use your product knowledge and technical expertise to answer questions, solve problems, and deliver extraordinary service through chat. Our customers are at the heart of everything we do. You'll use your problem-solving skills and approachable approach to craft solutions that leave them happy. With an unwavering commitment to learning and a hospitality-focused mindset, you're enthusiastic to showcase our ever-expanding suite of hardware and software offerings. To thrive as a Support Specialist for Toast, you are durable, motivated to deliver high-quality customer interactions, and excel in ambiguous environments. A day in the life (Responsibilities) Leverage your Toast product knowledge and customer service skills to answer Toast customer chats, voice calls, and casework. Write clear, concise, and professional messages that ensure customers understand exactly what's going on. Ability to communicate complex technical information proficiently. Expertly balance business applications and customer chats staying organized and meeting deadlines. Collaboration is key! Work seamlessly with your colleagues to ensure every customer gets the support they need. Expand your knowledge of Toast’s hardware and software weekly through professional development time, training, knowledgebase articles, and the experience gained from performing the role. Conduct Toast procedures to escalate and coordinate the customer response per Toast values What you'll need to thrive (Requirements): A minimum of 3 year Bachelor’s degree in any area, or any other related discipline. 2-4 years Experience answering incoming Voice, Chats and ticketing systems. 2-4 years of experience in a customer support role, troubleshooting software and/or hardware issues. Proficient English language proficiency - need the ability to understand complex issues and communicate clearly with customers using restaurant industry jargon. Well-developed written communication and typing skills. French language proficiency at B2/C1 level – required to support French-speaking customers proficiently. Ability to operate in an ambiguous environment, troubleshooting unique issues that involve a complex set of configurations that require thorough investigation. Solid customer service mindset - the ability to comprehend, problem solve collaboratively, de-escalate, and deliver a high-quality experience to our customers. You can oversee your workload and prioritize tasks appropriately, even when things get occupied. You enjoy collaborating with others and fostering a positive work environment! Shifts: Night Shift and Rotational week offs (including weekends and holidays) within a 24x7 support structure. During Training: Initial 6 months: Work from Office (Chennai). Post-training: Hybrid (3 days onsite, 2 days remote). 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 self-reliantly, 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 . ------ 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.