About this role
Customer Care Expert - Enterprise
Start Date: October 19th - Training is 8-10 weeks remote. There is no PTO allowed during training.
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.
A day in the life
The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email.
What you’ll do (Responsibilities)
• Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers.
• Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance.
• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager.
• Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
• Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance.
• Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.
• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed and looping in your lead on cases with broader implications.
• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer or less experienced teammates.
What you’ll need to thrive (Requirements)
• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Ability to quickly learn Toast's product suite, with the ability to apply that knowledge across a wide range of technical issues.
• Comfortable spotting less-obvious solutions to moderately difficult problems, and knowing when to escalate issues that fall outside established documentation or SOPs.
• Solid foundational understanding of how software, hardware, and networks interact, with a track record of picking up new technical skills on the job.
• Good communication and orga