Customer Care Expert - Retail

Customer Care Specialist - Retail

Start Date:4/20

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106.
You will be expected to be in office 2 days a week, post training.

Training will be 6 weeks long and will take place FULLY ONSITE Monday through Friday 9am - 6pm CST.

Open Availability is required. Post training schedules will range Monday - Sunday 7am - 7pm CST.

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 Specialist, 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 Specialist at Toast, you are a customer champion, thrive in escalated situations, and excel in ambiguous environments!

• Leverage your Toast product knowledge and customer service skills to answer incoming calls, chats and/or casework from Toast Retail Customers
• Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Retail Customers
• Conduct Toast procedures to elevate and coordinate the customer response in accordance with Toast values
• Expand your knowledge of Toast’s hardware and software weekly through professional development time, trainings, knowledge base articles, and the experience gained from performing the roll

• 1+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast-native hardware
• Strong communication, organizational, and influencing skills

• Experience answering incoming phone calls and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays and nights

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

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.

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…