Customer Care Specialist - US Payroll

About this role

At Toast, we're on a mission to empower the restaurant community with technology that helps them thrive. Our platform is designed to help restaurants take control, adapt, and focus on what they do best delivering great food and service.

We’re looking for motivated problem-solvers who thrive in dynamic environments and want to make an impact every single day. If you're customer-obsessed, tech-savvy, and love working with a team, you might be our next Customer Care Specialist.

A day in the life (Responsibilities) :
As a Customer Care Specialist for our Toast Payroll & Tax product, you'll be the first point of contact for our restaurant customers, providing top-notch support via Chat, Voice, and Casework (Blended) channels.

• Deliver exceptional customer experiences by resolving payroll, tax, and product-related issues accurately, efficiently, and empathetically.

• Support customers through payroll workflows including payroll processing, employee setup, direct deposits, tax withholdings, payroll corrections, reporting, and year-end activities.

• Assist restaurant operators in understanding payroll processes, tax-related functionality, and product capabilities while ensuring a seamless customer experience.

• Troubleshoot payroll calculations, tax filing issues, employee records, earnings, deductions, benefits, and payroll configuration using internal systems and tools.

• Communicate complex payroll and technical concepts clearly to customers with varying levels of payroll knowledge.

• Manage multiple customer interactions simultaneously while maintaining accuracy, ownership, and attention to detail.

• Collaborate closely with Payroll Operations, Tax Operations, and internal support teams to resolve complex customer issues.

• Handle sensitive payroll and employee information with the highest level of confidentiality and professionalism.

• Continuously expand your expertise in U.S. payroll regulations, tax concepts, Toast Payroll functionality, and emerging product capabilities through ongoing learning and hands-on experience.

• Support process improvements, contribute to knowledge management, and help create a seamless payroll support experience for our customers.

What you'll need to thrive (Requirements):

• 1–3 years of customer support experience, preferably supporting Payroll, HRIS, Tax, Financial, Accounting, or SaaS products.

• Bachelor's degree in any discipline.

• Top-notch verbal and written communication skills in English.

• Experience supporting payroll, tax, financial, or related software products.

• Strong understanding of U.S. payroll fundamentals, payroll processing, employee lifecycle, payroll taxes, deductions, earnings, direct deposits, and payroll compliance concepts.

• Working knowledge of U.S. Federal, State, and Local payroll tax concepts, tax withholdings, W-2s, payroll adjustments, and year-end payroll activities.

• Ability to explain payroll and tax concepts clearly, accurately, and empathetically to customers with varying levels of technical expertise.

• Strong analytical and troubleshooting skills with the ability to investigate payroll discrepancies, system behaviour, and customer configuration issues.

• Strong attention to detail and discretion when handling confidential payroll, tax, and employee information.

• Ability to distinguish between product configuration issues, payroll processing errors, customer setup issues, and product defects to determine appropriate resolution paths.

• Comfortable navigating multiple systems, CRM platforms, internal knowledge bases, diagnostic tools, and support applications simultaneously.

• Ability to adapt quickly, multitask, and perform effectively under payroll deadlines and time-sensitive situations.

• Customer-first mindset with empathy, accountability, and a collaborative attitude.

• Fast typing skills and comfort using multiple tools and systems.

• Willing to work in 24×7 rotational shifts and rotational week offs.

• Flexible: Comfortable with night shifts & rotating shifts and business changes.

• Dexterity: Willing to support across multiple channels chat, voice, and tickets.

• Adaptable: Open to learning new systems and evolving technologies.

• Collaborative: Ready to work across teams and adjust to process shifts.

• Committed: Focused on delivering consistent results that meet SLAs and KPIs.

Working Model & Shift Details:

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

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