Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As a Technical Escalations Specialist, you will  handle issues with urgency and empathy to solve complex scenarios and  high visibility cases. You will take ownership of the customer care experience and customer satisfaction, while communicating outcomes with all levels of the Toast organization. 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 Technical Escalations Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments. 

Schedule will be one of the following - 

Monday - Friday 8:00a-5:00p CSTMonday - Friday 9:00a-6:00p CSTTuesday - Saturday 9:00a-6:00p CST

About this roll* (Responsibilities)

• Deliver an excellent customer experience through creative problem-solving and consistent probing, to resolve escalated customer concerns with Toast Products.
• Perform troubleshooting and analysis regarding payroll and team management software, general billing and tax inquiries, payment processing, and tip configuration.
• Communicate and collaborate effectively to de-escalate customers, resolve complex customer inquiries, and increase customer satisfaction.
• Prioritize multiple and competing customer needs to meet internal escalation SLAs.
• Execute case resolution to senior leadership with professional communication and email correspondence.
• Update and maintain accurate customer records in Salesforce.
• Analyze data trends identifying customer escalations for product improvement.
• Support the business by recommending process improvements to management towardadvancing customer programs to provide a great customer experience.

Do you have the right ingredients*? (Requirements)

• 2+ years experience in a role responsible for customer satisfaction and championing the customer experience, specifically within a Customer Care or Support function
• Proven track record of success  applying customer experience principles and methodologies for escalated customer care interactions, such as empathy and best judgment with a consultative approach
• Proven track record of success navigating and troubleshooting  technical tools, for instance a Apple laptop and  Android based software + Toast-native hardware
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong influencing, teamwork, communication, and collaboration skills

Special Sauce* (Non-essential Skills/Nice to Haves)

• Knowledge of the different Toast systems and how they operate together in a restaurant environment
• 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

Our Spread* of Total Rewards

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.

*Bread puns encouraged but not required

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.Pay Rate$64,000—$64,000 USD

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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.