Life at Toast Blog

Toaster Spotlight: Olivia S., Customer Care Specialist


Kate C.

Program Manager, Employee Experience


At Toast, our customers are at the heart of everything we do. We recognize that a lot of work goes into running a restaurant, so our products and services aim to simplify and streamline those processes. That way, we can get customers back to focusing on what they love- curating delicious food, delighting their guests, and creating meaningful experiences. 

We wouldn’t be able to provide this world-class customer service experience without the dedicated and passionate members of our Customer Care team. This team solves technical issues, answers questions, and provides support, all while embracing a hospitality mindset and prioritizing the customer needs. Learn more about life as a Customer Care Specialist below! 

What kind of work do you do?

I help customers troubleshoot their devices and other help related to hardware. I was trained on Toast while working at a restaurant in Omaha, so I know what customers are looking at, and I know where everything’s located. 

In Care, we strive to provide the best experience possible for our customers. If we can't solve an issue right away, we always circle back to the customer. We research the problem, and then follow up as soon as we can. Another really important part of this is taking detailed case notes while working with customers. That way, if they call again, the next agent can read the case notes and catch up quickly. 

What is the most rewarding part of your work?

The best part of the job is my team. I really like the people I work with on the night shift. When it's slow in the evening before our shifts are over, we'll hang out on Zoom and work on casework and ask each other questions. I like being recognized for all the hard work we do, because it's definitely not an easy job.

What skills do you need for this role?

The top three skills I think you need to be successful in this role are time management, patience, and the ability to multitask. 

What is something you wish more people better understood about your role?

Customer Care agents are the front line a lot, so they're typically the first person to help our customers through various needs. We help move issues to where they need to go to get things taken care of for our customers the right way.

What Toast value resonates with you the most and why?

“One team” is my favorite Toast value. In particular, the  nighttime team I work with is really cool and I love everybody on it. Even when I ask other agents that aren't on my team questions, I always get really good feedback and everyone's more than willing to help me.

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