Customer Care Specialist - xtraCHEF
About this role
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 Customer Care Specialist, you will provide a world-class experience to our Toast Customers through answering incoming customer questions from multiple channels including phone, chat, and email. You are driven with purpose to resolve solutions and act as a Toast expert to help Toast’s customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.
xtraCHEF by Toast is an industry-leading accounts-payable automation integration with the Toast platform to fuel productivity and make more informed purchasing decisions. With xtraCHEF Pro, Food cost management reporting and analytics make it easy for operators to make sense of their books and shave percentage points off their prime costs.
A day in the life (Responsibilities)
- Leverage your Toast product knowledge and customer service skills to answer incoming calls, chats and/or casework from Toast Customers
- Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers
- Follow Toast procedures to escalate and coordinate the customer response in accordance with Toast values
- Expand your knowledge of Toast’s hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the roll.
What you'll need to thrive (Requirements)
- 3 to 4 years of experience in a role responsible for customer satisfaction and championing the customer experience as well as answering incoming phone calls and ticketing systems.
- Strong communication (written/verbal), organizational, and influencing skills with 2+ years of International voice experience.
- Success operating independently and navigating competing priorities in a constantly changing environment
- Proven track record of success navigating and troubleshooting technical tools, for instance an Apple laptop and Android based software + Toast-native hardware
- Strong abilities in teamwork, communication, and collaboration for effective interaction with colleagues and customers
- Ability to adapt quickly, multitask, and perform effectively under payroll deadlines and time-sensitive situations.
- Customer-first mindset with empathy, accountability, 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.
Working Model & Shift Details:
Shifts: Rotational (including weekends and holidays) within a 24x7 support structure.
What Sets You Apart:
We’re not just looking for experience,
we're looking for a mindset. You should be:
● 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.
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 [email protected].
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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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