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Customer Care Expert - Retail
About the position
Toast is driven by building a platform that helps retailers and restaurants operate their business, increase sales, engage customers, and keep employees happy. Bready to make a change? We are looking for a founding team member as we launch dedicated support for our retail customers. This team will be responsible for providing inbound support for retailers in a generalist model. As one of our founding team members, you’ll partner closely with Care leadership, enablement, customer success, onboarding and more to help us understand a retail operator’s unique needs and how we can deliver a customer experience that helps them thrive. As a Customer Care Expert, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction Key Performance Indicators (KPIs). You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer experience. You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer interactions. As a pivotal stakeholder, you partner with leadership and cross-functional teams across the company. To thrive as a Customer Care Expert at Toast, you are a customer champion, thrive in escalated situations, and excel in ambiguous environments!
Responsibilities
- Deliver a top tier customer experience over chat through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers
- Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps
- Help set up and troubleshoot technology devices for customers
- Communicate & collaborate effectively to our Toast customers, resolve complex customer inquiries, and increase customer satisfaction.
- Support the business by recommending process improvements to management toward advancing customer programs.
- Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience.
Requirements
- 2+ years of experience in a role responsible for customer satisfaction or 1+ year working in a customer support role providing technical troubleshooting and solving difficult problems
- Experience with root cause analysis; able to understand unique situations and deliver solutions to these problems
- Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast hardware
- Strong verbal/ written communication, organizational, and influencing skills
- Success operating independently and navigating competing priorities in a constantly changing environment
- Open to schedules that may include weekends, holidays and nights
Nice-to-haves
- Experience answering inbound contacts via chat, phone and/or email
- Experience working in the tech industry or for a SaaS company
Benefits
- 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
