Senior Customer Care Technical Specialist

Toast; Chennai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Toast is seeking a Senior Customer Care Technical Specialist in Chennai. You will be the primary contact for restaurant customers, delivering exceptional support through Chat, Voice, and Casework channels.

Required are 3–5 years in customer support in tech/SaaS, English proficiency, and a willingness to work 24/7 rotational shifts with initial 6 months at the Chennai office. Familiarity with chat/ticketing and POS systems is a plus.

Qualifications

• 3-5 years of customer support experience, preferably in a tech/SaaS environment.
• Bachelor's degree in any discipline.
• Exceptional verbal and written communication skills in English.
• Willingness to work in 24/7 rotational shifts and rotating week offs.

Responsibilities

• Serving as the primary point of contact for restaurant customers via Chat, Voice, and Casework (Blended) channels.
• Resolving technical and functional issues to deliver exceptional customer experiences.
• Communicating complex technical information to non-technical users clearly.
• Managing multiple customer interactions while utilizing internal systems effectively.
• Collaborating with team members to share knowledge and best practices.
• Continuously enhancing product expertise through training and real-time support.

Skills

Customer support

English communication

Troubleshooting

Multitasking

Empathy

Team collaboration

Education

Bachelor's degree

Tools

Chat systems

Ticketing systems

POS systems

Job description

Senior Customer Care Technical SpecialistAbout the company

At the company, we are committed to empowering the restaurant community with innovative technology that fosters success. Our platform is meticulously designed to enable restaurants to take control, adapt, and concentrate on their core mission: delivering exceptional food and service. We are seeking motivated problem-solvers who excel in dynamic environments and aspire to make a meaningful impact every day. If you possess a customer-centric mindset, are tech-savvy, and enjoy collaborative teamwork, you may be the ideal candidate for our Senior Customer Care Technical Specialist position.

A Day in the Life (Responsibilities):

As a Senior Customer Care Specialist for our the company product, you will serve as the primary point of contact for our restaurant customers, delivering outstanding support through Chat, Voice, and Casework (Blended) channels. Your responsibilities will include:

• Providing exceptional customer experiences by effectively resolving technical and functional issues.
• Clearly communicating complex technical information to non-technical users.
• Managing multiple customer interactions while utilizing internal systems appropriately.
• Collaborating closely with team members to share knowledge and best practices.
• Continuously enhancing your product expertise through training, real-time support, and hands-on experience.
• Supporting process improvements and contributing to a seamless support experience.

What You'll Need to Thrive (Requirements):

• 3-5 years of customer support experience, preferably in a tech/SaaS environment.
• Bachelor's degree in any discipline.
• Exceptional verbal and written communication skills in English.
• Strong troubleshooting abilities across hardware/software with meticulous attention to detail.
• Ability to adapt quickly, multitask, and perform effectively under pressure.
• A customer-first mindset characterized by empathy and a collaborative attitude.
• Proficient typing skills and comfort with multiple tools and systems.
• Willingness to work in 24/7 rotational shifts and rotating week offs.
• Flexibility to accommodate night shifts and adapt to business changes.
• Willingness to support across multiple channels including chat, voice, and tickets.
• Openness to learning new systems and evolving technologies.
• Readiness to collaborate across teams and adjust to process shifts.
• Commitment to delivering consistent results that meet SLAs and KPIs.

Shifts:

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

Nice to Have:

Experience with chat/ticketing systems. Background in supporting technical tools, POS systems, or experience working in/with restaurants.

AI at the company

At the company, one of our core values is a hunger for building and learning. We believe that mastering new AI tools empowers us to serve our customers more efficiently, independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and we are inspired by how our team members are already creating real value with them. The individuals who thrive here are those who embrace changes that enhance our ability to build more for our customers; this is a fundamental aspect of our culture.

Our Total Rewards Philosophy

We are dedicated to offering competitive compensation and benefits programs that attract, retain, and motivate the brightest talent in our industry. Our total rewards package extends beyond attractive earnings potential to support a healthy lifestyle and provide the flexibility to meet our team members' evolving needs. Learn more about our benefits at https://careers.toasttab.com/the company-benefits.

How the company 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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. 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-the company

People Are the Secret Ingredient in Our Recipe for Success

At the company, our employees are our secret ingredient - when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at the company. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work - raising the bar in delivering exceptional experiences for our customers and each other.

*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.*