About this role
Toast is driven by building a restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.Customer Care Advisors (CCAs) are pivotal stakeholders in responding to and resolving escalated account issues, such as credits and billing inquiries, to meet customer needs. As a CCA, you will be a part of the Account Operations campaign, and assist customers with Toast contracts and billing-related inquiries, offering support for modifications, credits, and account adjustments.
A day in the life (Responsibilities)
• As a Senior Customer Care Specialist for our Toast product, you'll be the first point of contact for our restaurant customers providing top-notch support via Chat, Voice, and Casework(Blended) channels.
You will:
• Deliver exceptional customer experiences by solving technical and functional issues proficiently and thoughtfully.
• Communicate complex technical information clearly to non-technical users.
• Manage multiple customer interactions while using internal systems appropriately.
• Collaborate closely with team members to share knowledge and best practices.
• Continuously expand your product expertise through training, real-time support, and hands-on experience.
• Support process improvements and contribute to creating a seamless support experience.
What you'll need to thrive (Requirements)
• 2–4 years of customer support experience, preferably in a tech/SaaS environment.
• Bachelor’s degree in any discipline.
• Top-notch verbal and written communication skills in English.
• Solid troubleshooting ability across hardware/software with great attention to detail.
• Ability to adapt quickly, multitask, and perform under pressure.
• Customer-first mindset with empathy 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.
• 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.
• Shifts: Rotational (including weekends and holidays) within a 24x7 support structure.
• Initial 6 months: Work from Office (Bangalore).
Nice to Have
• Experience with chat, voice and ticketing systems.
• Background supporting technical tools, POS systems, or working in/with restaurants.
This role follows a rotational shift schedule (including evenings, weekends, and holidays). Training and onboarding will be onsite. At Toast, we work in a hybrid model with a minimum of 2 days in office. For the first 12 months after go-live, we’ll ask you to be onsite at least 3 days a week to ensure strong collaboration and s