A day in the life (Responsibilities) :

As a Customer Care Specialist - Payroll 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):

- 13 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 247 rotational shifts and rotational week offs.

Working Model & Shift Details:

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

What Sets You Apart:

We’re not just looking for experience, we're looking for a mindset. You should be:

- 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.
- Team-oriented: Ready to work across teams and adjust to process shifts.
- Committed: Focused on delivering consistent results that meet SLAs and KPIs.

📌 Customer Care Specialist - Payroll (Chennai)
🏢 Toast
📍 Chennai