Senior Customer Care Tech Specialist

About the role

You serve as the primary technical expert for escalated restaurant account issues, owning the end-to-end resolution of billing, credits, and contract modification cases. You will act as the critical bridge between complex technical problems and clear, confident communication for our restaurant customers. This role requires you to deeply understand Toast product functionality to diagnose and solve intricate issues via blended support channels. You will own the customer journey for difficult cases, ensuring satisfaction while maintaining precise documentation and process integrity. Collaboration with internal partners is essential to identify systemic issues and drive long-term improvements to the platform. You will mentor other team members on best practices while consistently upholding the highest standards of service quality. Ultimately, you are responsible for turning high-pressure situations into opportunities to build trust and demonstrate the value of the Toast platform.

Key facts

What you'll do

• Serve as the first point of contact for restaurant customers via Chat, Voice, and Casework(Blended) channels, providing expert-level technical support.
• Resolve escalated account issues related to Toast contracts, billing inquiries, credits, and account adjustments with precision and speed.
• Communicate intricate technical concepts and platform features clearly to non-technical restaurant owners and decision-makers.
• Manage multiple customer interactions simultaneously while accurately navigating and utilizing internal systems and tools.
• Collaborate closely with cross-functional team members to share insights, best practices, and knowledge that improve overall support quality.
• Continuously expand deep product expertise through structured training, real-time support scenarios, and hands-on case resolution.
• Analyze recurring issues and partner with internal teams to contribute to process improvements and a seamless support experience.
• Uphold Toast service standards by meeting and exceeding defined SLAs and key performance indicators for all support activities.
• Document all customer interactions, case resolutions, and procedural feedback to maintain accurate and actionable records.
• Adapt to changing business priorities, support workflows, and product updates with agility and a positive attitude.
• Provide feedback from the customer perspective to influence product enhancements and user experience improvements.
• Mentor junior team members on technical troubleshooting and communication strategies for complex scenarios.
• Balance high-volume ticket handling with the need for empathetic, patient, and solution-oriented customer care.
• Leverage diagnostic tools and internal resources to identify root causes and implement effective technical solutions.

Requirements

• Bring 2-4 years of customer support experience, preferably gained within a tech or SaaS environment.
• Hold a Bachelor's degree in any discipline from an accredited institution.
• Demonstrate top-notch verbal and written communication skills in English across all written and verbal interactions.
• Show solid troubleshooting ability across hardware and software systems with great attention to detail.
• Exhibit the ability to adapt quickly, multitask efficiently, and perform reliably under pressure.
• Maintain a customer-first mindset characterized by deep empathy and a collaborative attitude.
• Possess fast typing skills and comfort using a wide variety of tools and systems in a digital environment.
• Willingness to work in a 24*7 rotational shifts schedule to provide continuous global support coverage.
• Flexibility to comfortably handle night shifts and rotating shifts aligned with evolving business needs.
• Dexterity to support across multiple communication channels including chat, voice, and complex ticket management.
• Adaptability to learn new systems, technologies, and operational procedures as the platform evolves.
• Collaborative spirit to work effectively across teams and adjust to frequent process shifts and priorities.
• Commitment to delivering consistent results that meet or exceed established SLAs and key performance indicators.
• Acceptance of an initial 6-month onsite work requirement in the Bangalore office.

Nice to have

• Prior experience with chat, voice, and ticketing systems in a high-volume support environment.
• Background supporting technical tools, point-of-sale systems, or direct experience working within the restaurant industry.

Practical notes

The role operates on a rotational shift schedule that includes evenings, weekends, and holidays within a 24x7 support structure. Training and onboarding for this position are conducted onsite. This position follows a hybrid work model requiring a minimum of 2 days in the office. For the first 12 months after go-live, you will be required to be onsite at least 3 days a week to ensure strong collaboration and support continuity.