Full-Time

Customer Care Expert

Kitchen

Posted on 11/22/2024

Toast

Toast

5,001-10,000 employees

Technology platform for restaurant operations

Consumer Software
Fintech

Compensation Overview

$25Hourly

Junior, Mid

Omaha, NE, USA

Expected to be in office up to 3 days a week, post training.

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Android Development
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
Responsibilities
  • Deliver a top tier customer experience over the phone 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
  • Communicate & collaborate effectively with escalated customers; able to use de-escalation techniques to resolve complex customer inquiries and increase customer satisfaction
  • Help set up and troubleshoot technology devices for customers
  • 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
  • Support the business by recommending process improvements to management toward advancing customer programs.

Toast provides a technology platform tailored for the restaurant industry, offering a range of products and services to help restaurants improve their operations and customer experiences. The main product is an all-in-one point-of-sale (POS) system that includes features like mobile and online ordering, gift card management, detailed sales reporting, employee management, and customer relationship management (CRM). This integrated approach allows restaurants to minimize their dependence on third-party services, which can lead to cost savings. Unlike many competitors, Toast operates on a subscription model, charging restaurants a recurring fee while also generating revenue through transaction fees and hardware sales. The goal of Toast is to enhance the efficiency and profitability of restaurants, helping them grow and succeed in a competitive market.

Company Stage

IPO

Total Funding

$874.5M

Headquarters

Boston, Massachusetts

Founded

2011

Growth & Insights
Headcount

6 month growth

4%

1 year growth

22%

2 year growth

34%
Simplify Jobs

Simplify's Take

What believers are saying

  • Toast's Digital Storefront Suite enhances online guest experiences and loyalty.
  • The Restaurant Management Suite provides enterprise brands with valuable data insights.
  • Partnerships with Caribou Coffee and Choice Hotels expand Toast's market reach.

What critics are saying

  • Increased competition from SpotOn may impact Toast's market share.
  • Integration of Delphi Display Systems could pose operational challenges.
  • Expansion into hotel technology may stretch Toast's resources and focus.

What makes Toast unique

  • Toast offers a comprehensive all-in-one POS system for restaurants.
  • The platform integrates mobile ordering, online ordering, and gift card management.
  • Toast's Marketing Suite uses AI for targeted campaigns and guest data analysis.

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Benefits

Peer Nominated Toastie Awards

Professional Development Reimbursement Program

Sabbatical

Unlimited Vacation & Flexible Work Hours

Medical, Dental, & Vision Coverage + Wellness Stipend

Commitment to Employee Wellness

INACTIVE