Senior Customer Care Specialist (INTL)

At Toast, we're on a mission to empower the restaurant community with technology that helps them thrive. Our platform is designed to help restaurants take control, adapt, and focus on what they do best delivering great food and service.

We’re looking for motivated problem-solvers who thrive in dynamic environments and want to make an impact every single day. If you're customer-obsessed, tech-savvy, and love working with a team, you might be our next Senior Customer Care Specialist.

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.

• 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.

• Experience with chat/ticketing systems.
• Background supporting technical tools, POS systems, or working in/with restaurants.

We’re not just looking for experience, we're looking for a mindset. You should be:

• 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.

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

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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