Customer Care Expert, Toast
Payments
$26.00 per hour
1-3 days a week in office
Point of sale and management system for restaurants
Job no longer available
Point of sale and management system for restaurants
1001+ employees
Job no longer available
$26.00 per hour
1-3 days a week in office
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 2+ 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
Desirable
- Experience answering incoming phone calls and ticketing systems
- Experience working in the tech industry or for a SaaS company
- Open to schedules that may include weekends, holidays and nights
- Strong desire and willingness to work with numbers and reporting
What the job involves
- As a Payments Customer Care Expert, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction KPIs
- You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer care experience
- You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer care interactions
- As a pivotal stakeholder, you partner with Customer Care management, Restaurant Success Program Managers, Sales, Services, Product, and Finance to meet customer needs
- Perform thorough troubleshooting and probing analysis with the customer regarding general billing inquiries and payment processing questions
- Support Customer through issues and questions surrounding Credit card processing, credit card issuers, bank accounts, payment disputes and all corresponding financial reporting
- Communicate & collaborate effectively to our Toast customers, resolve complex customer inquiries, and increase customer satisfaction
- Possess a high level of product knowledge with Toast reporting and CC Processing tools
- 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
- Update and maintain records in our customer database (Salesforce)
- You will be expected to be in office up to 3 days a week, post training
Application process
- Start Date: June 17th - Training is 12 weeks on-site in the Boston, MA office. There is no PTO allowed during training
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based, customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs from having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(Co-Founder & CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(Co-Founder & CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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