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.
Our Account Recovery team plays a critical role in protecting customer accounts while delivering exceptional customer experiences. As an Account Recovery Agent, you'll help customers securely regain access to their accounts by managing sensitive recovery requests, conducting identity verification, investigating account access issues, and making sound security decisions. This role requires a customer-first mindset, strong attention to detail, and a commitment to balancing security with a seamless support experience.
A day in the life (Responsibilities)
• Own end-to-end resolution of customer account recovery requests, including Multi-Factor Authentication (MFA) resets, verified phone number and OTP resets, email address changes, and account access recovery.
• Perform identity and authority verification by following established security protocols before making any account changes.
• Investigate account access issues by reviewing account history, login activity, and available internal data to identify potential fraud or unauthorized access attempts.
• Apply sound judgment to approve, deny, or escalate recovery requests based on established verification standards and security guidelines.
• Support customers across multiple communication channels, including inbound and outbound phone calls, email, and case-based workflows.
• Communicate clearly and empathetically during sensitive customer interactions while maintaining security requirements and setting appropriate expectations.
• Accurately document investigation findings, verification steps, decisions, and customer interactions to ensure audit-ready case records.
• Prioritize and manage workload effectively while meeting quality, compliance, productivity, and service level objectives.
• Collaborate closely with cross-functional teams, including Customer Support, Fraud Operations, Trust & Safety, Identity & Access Management, Payroll, and Security, to resolve complex customer cases.
• Identify opportunities to improve operational processes while maintaining strong security controls and an exceptional customer experience.
What you'll need to thrive (Requirements)
• Bachelor's degree in any discipline or equivalent professional experience.
• 1–3 years of experience in Customer Support, Fraud Operations, Trust & Safety, Risk Operations, Account Security, Technical Support, or similar operational roles.
• Experience handling sensitive customer interactions while maintaining professionalism and empathy.
• Strong investigative and analytical skills with the ability to make informed decisions using available information.
• Excellent written and verbal communication skills with a customer-first mindset.
• High attention to detail and the ability to consistently follow structured processe