Customer Care Expert – Enterprise

Toast

. Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across Toast products .

Posted 10/16/2026full-timeRemote • United StatesJuniorMid-Level💰 $25 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting hardware and software issues, particularly in financial transaction mechanics and API integrations. Strong ability to manage multichannel support and translate technical problems into actionable solutions for customers.

Highest-signal resume keywords

Technical Support ExperienceAPI Integration TroubleshootingMultichannel Support ManagementCustomer Satisfaction ChampionPOS Hardware Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting HardwareDiagnosing Software IssuesAPI IntegrationMenu ConfigurationFinancial Transaction MechanicsTechnical Problem SolvingCase ManagementDocumentation UnderstandingLearning New Technical SkillsNetwork Understanding

Soft Skills

Good CommunicationOrganizational SkillsCustomer De-escalationTeam CollaborationIndependently Handling Work

Tools & Technologies

Toast Product SuiteSlackCustomer Support Software

Industry Keywords

Business-to-Business SupportPOS HardwareTechnical Support RoleCustomer Experience

About the role

Key responsibilities & impact

Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across Toast products
Diagnose and resolve issues involving Toast and third-party systems, including ordering APIs and enterprise accounting integrations
Manage inbound cases across phone, chat, and email and keep the active backlog current
Flag aging cases to the lead or manager
Triage workload based on account tier and urgency
Translate technical issues into actionable guidance for restaurant staff and corporate IT contacts
Support de-escalation of difficult customer situations
Own moderately difficult customer issues through resolution
Partner with Customer Success, Engineering, Onboarding, and Product
Share solutions in Slack and maintain case notes and peer resources
Act as an informal resource for newer teammates

Requirements

What you’ll need

2–4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience
Ability to quickly learn Toast's product suite and apply that knowledge across technical issues
Ability to identify less-obvious solutions to moderately difficult problems and escalate issues outside established documentation or SOPs
Foundational understanding of software, hardware, and networks
Track record of learning new technical skills on the job
Good communication and organizational skills
Experience managing multichannel phone, chat, and email support
Ability to work with general instruction on unfamiliar assignments and independently handle established work
Business-to-business technical support is a nice-to-have
POS hardware product knowledge is a nice-to-have
Openness to weekend, holiday, and night schedules is a nice-to-have

Benefits

Comp & perks

Competitive compensation and benefits programs
Flexible benefits supporting a healthy lifestyle and changing needs
Remote training for 8–10 weeks
Hybrid work model valuing in-person collaboration and individual needs
Reasonable accommodations during the hiring process