Senior Technical Customer Care Specialist - Bilingual English & French at Toast

Senior Technical Customer Care Specialist - Bilingual English and French Start Date: 06/08/2026 - Training is 6 weeks on-site in the Dublin office. There is no PTO allowed during training. After training, your schedule may include weekends, holidays and nights Location: 124 St Stephen's Green, Dublin 2, D02 C628, Ireland You will be expected to be in office 2 days a week, post training. 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 As a Senior Technical Customer Care Specialist, you will provide a world-class experience to our Toast Customers through answering incoming customer questions primarily through phone and chat. You are driven with purpose to resolve solutions and act as a Toast expert to help Toast’s customers thrive. 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 Senior Technical 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 customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers over the phone • Perform troubleshooting and probing analysis with the customer regarding hardware, software, general billing inquiries, payment processing, and networking to guide them through the resolution process • Conduct problem analysis to narrow the scope of issues, discover the root cause of errors, and effectively resolve issues • Update and maintain accurate and detailed records of customer interactions via Salesforce, including the steps taken to resolve issues • Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps • Partner closely with cross-functional teams (Restaurant Success, Onboarding, Sales etc.) to escalate and resolve more complex issues • Take ownership of learning about Toast’s ever growing suite of products to provide the best assistance to our customers What you'll need to thrive (Requirements) • Fluent / Bilingual in French and English • 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience, such as Technical Support • Success operating independently and navigating competing priorities in a constantly changing environment • Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast-native hardware • Strong communication, organizational, and influencing skills • Experience answering incoming phone calls, chats and ticketing systems What will help you stand out (Nonessential Skills/Nice to Haves) • Experience working in the tech industry or for a SaaS company • Open to schedules that may include weekends, holidays and nights • Possess product knowledge of POS hardware: the function of different devices and how they operate in a restaurant environment • Basic knowledge of Salesforce • Previous chat experience • 40+ words per minute typing speed 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 [Upgrade to PRO to see link] 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. 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: [Upgrade to PRO to see link] 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 [Upgrade to PRO to see contact]. ------ 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.