Customer Care Specialist - US Payroll

Toast; Chennai District; On-site; INR 420,000 - 660,000; Full time

Job summary

Toast is seeking a Customer Care Specialist to join our Chennai office, delivering payroll and tax support to restaurant customers across chat, voice and casework. You will resolve issues, explain concepts clearly, and partner with payroll and tax teams to ensure accurate, timely responses and a seamless customer experience.

Initial 6 months on-site in Chennai with rotational shifts, then hybrid depending on business needs.

Qualifications

• 1–3 years of customer support experience, preferably supporting Payroll, HRIS, Tax, Financial, Accounting, or SaaS products.
• Bachelor's degree in any discipline.
• Top-notch verbal and written communication skills in English.
• Experience supporting payroll, tax, financial, or related software products.
• Strong understanding of U.S. payroll fundamentals, payroll processing, employee lifecycle, payroll taxes, deductions, earnings, direct deposits, and payroll compliance concepts.
• Working knowledge of U.S. Federal, State, and Local payroll tax concepts, tax withholdings, W-2s, payroll adjustments, and year-end payroll activities.
• Ability to explain payroll and tax concepts clearly, accurately, and empathetically to customers with varying levels of technical expertise.
• Strong analytical and troubleshooting skills with the ability to investigate payroll discrepancies, system behaviour, and customer configuration issues.
• Strong attention to detail and discretion when handling confidential payroll, tax, and employee information.
• Ability to distinguish between product configuration issues, payroll processing errors, customer setup issues, and product defects to determine appropriate resolution paths.
• Comfortable navigating multiple systems, CRM platforms, internal knowledge bases, diagnostic tools, and support applications simultaneously.
• Ability to adapt quickly, multitask, and perform effectively under payroll deadlines and time-sensitive situations.
• Customer-first mindset with empathy, accountability, and a collaborative attitude.
• Fast typing skills and comfort using multiple tools and systems.
• Willing to work in 24x7 rotational shifts and rotational week offs.
• Flexible: Comfortable with night shifts & rotating shifts and business changes.
• Dexterity: Willing to support across multiple channels chat, voice, and tickets.
• Adaptable: Open to learning new systems and evolving technologies.
• Collaborative: Ready to work across teams and adjust to process shifts.
• Committed: Focused on delivering consistent results that meet SLAs and KPIs.

Responsibilities

• Deliver comprehensive payroll and tax support to restaurant customers via Chat, Voice and Casework (Blended) channels.
• Assist customers with payroll workflows including processing, employee setup, direct deposits, tax withholdings, payroll corrections, reporting, and year-end activities.
• Explain payroll processes, tax-related functionality, and product capabilities to customers with varying knowledge levels.
• Troubleshoot payroll calculations, tax filing issues, employee records, earnings, deductions, benefits, and payroll configuration using internal systems.
• Maintain confidentiality and professionalism when handling sensitive payroll and employee information.
• Collaborate with Payroll Operations, Tax Operations, and internal support teams to resolve complex issues.
• Contribute to knowledge management and process improvements for a seamless payroll support experience.

Skills

Customer support

Payroll knowledge

English proficiency

Problem-solving

Chat/Voice support

Education

Bachelor's degree

Tools

CRM systems

Diagnostic tools

Job description

At Toast, we're on a mission to empower the restaurant community with technology that helps them thrive. Our platform is designed to help restaurants take control, adapt, and focus on what they do best delivering great food and service.

We’re looking for motivated problem-solvers who thrive in dynamic environments and want to make an impact every single day. If you're customer-obsessed, tech-savvy, and love working with a team, you might be our next Customer Care Specialist.

A day in the life (Responsibilities) :
As a Customer Care Specialist for our Toast Payroll & Tax product, you'll be the first point of contact for our restaurant customers, providing top-notch support via Chat, Voice, and Casework (Blended) channels.

• Deliver exceptional customer experiences by resolving payroll, tax, and product-related issues accurately, efficiently, and empathetically.
• Support customers through payroll workflows including payroll processing, employee setup, direct deposits, tax withholdings, payroll corrections, reporting, and year-end activities.
• Assist restaurant operators in understanding payroll processes, tax-related functionality, and product capabilities while ensuring a seamless customer experience.
• Troubleshoot payroll calculations, tax filing issues, employee records, earnings, deductions, benefits, and payroll configuration using internal systems and tools.
• Communicate complex payroll and technical concepts clearly to customers with varying levels of payroll knowledge.
• Manage multiple customer interactions simultaneously while maintaining accuracy, ownership, and attention to detail.
• Collaborate closely with Payroll Operations, Tax Operations, and internal support teams to resolve complex customer issues.
• Handle sensitive payroll and employee information with the highest level of confidentiality and professionalism.
• Continuously expand your expertise in U.S. payroll regulations, tax concepts, Toast Payroll functionality, and emerging product capabilities through ongoing learning and hands-on experience.
• Support process improvements, contribute to knowledge management, and help create a seamless payroll support experience for our customers.

What you'll need to thrive (Requirements):

• 1–3 years of customer support experience, preferably supporting Payroll, HRIS, Tax, Financial, Accounting, or SaaS products.
• Bachelor's degree in any discipline.
• Top-notch verbal and written communication skills in English.
• Experience supporting payroll, tax, financial, or related software products.
• Strong understanding of U.S. payroll fundamentals, payroll processing, employee lifecycle, payroll taxes, deductions, earnings, direct deposits, and payroll compliance concepts.
• Working knowledge of U.S. Federal, State, and Local payroll tax concepts, tax withholdings, W-2s, payroll adjustments, and year-end payroll activities.
• Ability to explain payroll and tax concepts clearly, accurately, and empathetically to customers with varying levels of technical expertise.
• Strong analytical and troubleshooting skills with the ability to investigate payroll discrepancies, system behaviour, and customer configuration issues.
• Strong attention to detail and discretion when handling confidential payroll, tax, and employee information.
• Ability to distinguish between product configuration issues, payroll processing errors, customer setup issues, and product defects to determine appropriate resolution paths.
• Comfortable navigating multiple systems, CRM platforms, internal knowledge bases, diagnostic tools, and support applications simultaneously.
• Ability to adapt quickly, multitask, and perform effectively under payroll deadlines and time-sensitive situations.
• Customer-first mindset with empathy, accountability, and a collaborative attitude.
• Fast typing skills and comfort using multiple tools and systems.
• Willing to work in 24x7 rotational shifts and rotational week offs.
• Flexible: Comfortable with night shifts & rotating shifts and business changes.
• Dexterity: Willing to support across multiple channels chat, voice, and tickets.
• Adaptable: Open to learning new systems and evolving technologies.
• Collaborative: Ready to work across teams and adjust to process shifts.
• Committed: Focused on delivering consistent results that meet SLAs and KPIs.

Working Model & Shift Details:

Shifts: Rotational (including weekends and holidays) within a 24x7 support structure.
Initial 6 months: Work from Office (Chennai).

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 foster 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.

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 [e-mail].

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.