Care Account Operations Advisor

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.

Care Account Operations Advisors play an integral role in scaling Toast’s rapidly growing business by providing account maintenance, quality assurance of sensitive financial and tax information, supporting both our external customers and internal Sales and Customer Success teams. The success of the Account Operations team directly impacts the customer experience and satisfaction.

About this roll* (Responsibilities)

• Serve as a subject matter expert on all account operations processes, handling complex customer inquiries and issues via phone, chat, and email with empathy and precision.
• Own a case queue end-to-end, driving timely and accurate resolution.Partner cross-functionally with Sales, Onboarding, Billing, Payments, and other teams to coordinate seamless support across the customer lifecycle.
• Maintain meticulous attention to detail when processing sensitive account information to prevent downstream errors.
• Proactively identify process gaps and contribute ideas that improve team efficiency and the customer experience.
• Take on additional responsibilities as the team and business evolve.

Do you have the right ingredients*? (Requirements)

• 2+ years of customer-facing experience, ideally in an escalations or account management environment
• Demonstrated ability to navigate complex, multi-step issues with accuracy and calm under pressure
• Exceptional written and verbal communication skills - you can explain complicated things clearly
• Relentlessly detail-oriented with strong organizational habits
• Comfortable partnering cross-functionally and advocating for the customer across teams
• Strong sense of urgency and ability to prioritize in a fast-paced environment
• Experience with Salesforce or another CRM is a plus

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.

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

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.

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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.