Customer Care Specialist, Guest

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

The Guest Support team assists the Toast client restaurant’s guests, primarily users of the Toast Local app. We use a hospitality mindset to help their guests by answering incoming questions regarding order issues, delivery issues, account updates, gift cards, rewards and loyalty programs, and product feedback.

As a Customer Care Specialist, you are driven with purpose to resolve issues and act as a Toast expert. 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 Customer Care Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions,  and excel in ambiguous environments. 

What you’ll do (Responsibilities)

• Deliver a top tier restaurant guest experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes.

Conduct Toast procedures to escalate and coordinate the guest response in accordance with Toast values.

• Expand your knowledge of Toast’s hardware and software weekly  through professional development time, training, knowledgebase articles, and the experience gained from performing the roll.

What you’ll need to thrive (Requirements)

• 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 apps on both iOS and Android.


• Strong communication, organizational, and influencing skills. 

What will help you stand out (Nonessential Skills/Nice to Haves)

• Experience answering customer emails and instant messages


• Experience working in the tech industry or for a SaaS company


• Strong teamwork skills and customer advocacy 


• Experience using Zendesk or another customer engagement tool 


• Open to working weekends, holidays and night schedules 

AI at Toast

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.

Our Total Rewards Philosophy 

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.

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.