Care Escalations Advisor

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Position required to be in Omaha, NE office 2-3x a week. 

Start Date: 4/21/25

Bready* to make a change?

As a Care Escalations Advisor, you will  handle issues with urgency and empathy to solve complex scenarios and  high visibility cases. You will take ownership of the customer care experience and customer satisfaction, while communicating outcomes with all levels of the Toast organization. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite.  To thrive as a Care Escalations Advisor at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments. 

About this roll* (Responsibilities)

• Deliver an excellent customer experience through creative problem-solving and consistent probing, to resolve escalated customer concerns with Toast Products.
• Perform troubleshooting and analysis in all campaign's including payroll and team management software, general billing and tax inquiries, payment processing, and tip configuration.
• Communicate and collaborate effectively to de-escalate customers, resolve complex customer inquiries, and increase customer satisfaction.
• Prioritize multiple and competing customer needs to meet internal escalation SLAs.
• Execute case resolution to senior leadership with professional communication and email correspondence.
• Update and maintain accurate customer records in Salesforce.
• Analyze data trends identifying customer escalations for product improvement.
• Support the business by recommending process improvements to management toward
  advancing customer programs to provide a great customer experience.

Do you have the right ingredients*? (Requirements)

• 2+ years experience in a role responsible for customer satisfaction and championing the customer experience, specifically within a Customer Care or Support function
• Proven track record of success  applying customer experience principles and methodologies for escalated customer care interactions, such as empathy and best judgment with a consultative approach
• Proven track record of success navigating and troubleshooting  technical tools, for instance a Apple laptop and  Android based software + Toast-native hardware
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong influencing, teamwork, communication, and collaboration skills

Special Sauce* (Non-essential Skills/Nice to Haves)

• Knowledge of the different Toast systems and how they operate together in a restaurant environment
• 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

Our Spread* of Total Rewards

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.

*Bread puns encouraged but not required