Bilingual English & French - Senior Customer Care Specialist (INTL)

Bilingual French - Senior Customer Care Specialist 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 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 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 i ... (truncated, view full listing at source)