Customer Care Tax Expert

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

The Care Tax Expert  will be responsible for conversing directly with customers in all communication channels  contributing to the day-to-day success of the Customer Care Tax teams.  This individual will be responsible for assisting customers with their tax profiles, employee tax  information, state set ups and related questions with a focus on providing a customer first experience.  In addition, the Care Tax Expert will serve as a key contributor to larger team and organizational initiatives to drive improvement and efficiency as we continue to grow.

The Customer Care Tax team works closely with our customers, tax agencies, and internal teams with a focus on our customers' payroll tax experience. We are committed to improving and transforming the customer experience by leveraging technology, driving innovation and reducing customer friction. Our primary focus is assisting our customers with their  payroll tax preparation, maintenance  and filings. 

• Research and resolve payroll tax notices and issues raised by customers or internal stakeholders, providing timely root cause analysis and clear recommendations
• Support customers with tax-related questions across inbound phone (AI-routed and/or warm transfer), email, and chat channels
• Partner with internal operations teams and tax agencies to obtain accurate payroll tax account information, ensuring timely and accurate filings and payments
• Help customers identify and update payroll tax jurisdiction account information to keep filings and payments on schedule
• Review and reconcile payroll tax liability debits/credits against customer bank accounts
• Recommend process improvements to reduce recurring tax issues and improve filing efficiency
• Support customers through Third-Party Agent (TPA) setup
• Guide customers through completing Power of Attorney (POA) documentation and submit forms to tax agencies on their behalf
• Correspond with tax agencies on payroll tax discrepancies, inquiries, penalty abatements/waivers, and tax clearances
• Contribute to monthly, quarterly, and annual tax filings, plus special projects as assigned 

• 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• 1+ years of prior payroll service bureau experience
• Knowledge of payroll taxes including federal, state, local and paid family leave
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong communication, critical thinking, and problem-solving skills, with the ability to tailor your message to different audiences, evaluate issues from multiple angles, and navigate ambiguity and change with a proactive, solutions-oriented mindset
• Strong organizational skills and time management, with the ability to prioritize and manage a high volume of customer cases
• Experience working with sensitive/confidential information
• Proficient in Microsoft Excel and Google Suite

• MasterTax Experience
• FPC or CPP certification
• Associates or Bachelor’s Degree

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 https://careers.toasttab.com/toast-benefits.

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. To learn more: https://careers.toasttab.com/ai-in-hiring

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: https://careers.toasttab.com/locations-toast.

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 candidateaccommodations@toasttab.com.

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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.