Enterprise Support Specialist

Toast; United States; Hybrid; USD 34,000 - 44,000; Full time

Job summary

Toast is seeking a Customer Care Expert for Enterprise Support. You will resolve complex technical issues across a broad product landscape, coordinating with CS, Engineering, Onboarding, and Product to drive resolution for enterprise clients including corporate chains and franchises.

You will manage multi-channel inquiries (phone, chat, email), troubleshoot POS hardware and integrations, and triage workload with an emphasis on high-stakes, time-sensitive cases.

Qualifications

• 2-4 years of experience in a Technical Support role responsible for customer satisfaction and championing the customer experience.
• Ability to quickly learn the company's product suite across a wide range of technical issues.
• Comfortable spotting less-obvious solutions to moderately difficult problems and knowing when to escalate.

Responsibilities

• Troubleshoot hardware, API integrations, and menu configuration issues across a wide range of the company's products for our Enterprise customers.
• Diagnose and resolve issues at the intersection of the company and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations.
• Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current.
• Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization.
• Communicate clearly across audiences—from front-of-house staff to corporate IT contacts—translating technical issues into actionable guidance.
• Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes cases.
• Own customer issues through to resolution on moderately difficult cases, partnering with Customer Success, Engineering, Onboarding, and Product as needed.
• Share solutions in Slack and keep your own case notes and peer resources current; may act as an informal resource for newer teammates.

Skills

Technical support

Multichannel support

Stakeholder management

POS hardware

Tools

Slack

Job description

Toast is seeking a Customer Care Expert for Enterprise Support. You will resolve complex technical issues across a broad product landscape, coordinating with CS, Engineering, Onboarding, and Product to drive resolution for enterprise clients including corporate chains and franchises.

You will manage multi-channel inquiries (phone, chat, email), troubleshoot POS hardware and integrations, and triage workload with an emphasis on high-stakes, time-sensitive cases.