Customer Care Tax Expert

Toast is building an innovative restaurant technology platform designed to help restaurants operate more effectively, adapt to changing business needs, and focus on creating successful hospitality businesses.

The company is seeking a Customer Care Tax Expert to join its Customer Care Tax team. This position combines payroll tax knowledge with customer support, helping customers resolve tax-related issues while ensuring they receive an efficient and positive experience.

Start Date: October 5, 2026
Training Period: 5 weeks
Important: Paid time off (PTO) cannot be taken during the training period.

About the Role

As a Customer Care Tax Expert, you will communicate directly with customers through phone, email, and chat while assisting them with payroll tax profiles, employee tax information, state tax registrations, account setup, and other tax-related questions.

You will work closely with customers, government tax agencies, and internal teams to help ensure payroll tax information is accurate and that filings and payments are completed correctly and on time.

Beyond resolving individual customer cases, you will contribute to broader initiatives aimed at improving processes, increasing efficiency, reducing recurring tax issues, and creating a better overall payroll tax experience for Toast customers.

Key Responsibilities

• Research and resolve payroll tax notices, discrepancies, and other issues reported by customers or internal teams.
• Investigate the root causes of tax problems and provide customers with clear, practical recommendations.
• Assist customers with tax-related inquiries through inbound telephone calls, email, and live chat.
• Collaborate with internal operations teams and government tax agencies to obtain accurate payroll tax account information.
• Help ensure payroll tax filings and payments are completed accurately and within required deadlines.
• Guide customers in identifying, correcting, and maintaining payroll tax jurisdiction account information.
• Review and reconcile payroll tax liability debits and credits against customer bank accounts.
• Identify opportunities to improve internal processes, reduce recurring tax problems, and increase filing efficiency.
• Assist customers with Third-Party Agent (TPA) setup and related requirements.
• Guide customers through completing Power of Attorney (POA) documentation and submit appropriate forms to tax agencies when required.
• Communicate with tax authorities regarding payroll tax discrepancies, inquiries, penalty abatements or waivers, tax clearances, and other account matters.
• Support monthly, quarterly, and annual payroll tax filings.
• Participate in special tax-related projects and broader team initiatives when required.

Required Experience & Qualifications

Candidates should have:

• At least 2 years of experience in a customer-focused position involving responsibility for customer satisfaction and overall customer experience.
• At least 1 year of payroll service bureau experience.
• Working knowledge of payroll taxation, including federal, state, local, and paid family leave taxes.
• The ability to work independently and successfully manage changing priorities in a fast-paced environment.
• Strong written and verbal communication skills.
• Excellent critical-thinking and problem-solving abilities, including the ability to evaluate issues from different perspectives and develop appropriate solutions.
• Strong organizational and time-management skills.
• The ability to prioritize and manage a high volume of customer cases effectively.
• Experience handling confidential or sensitive information responsibly.
• Proficiency with Microsoft Excel and Google Workspace.

Compensation

Toast offers a fixed hourly starting rate based on the employee’s geographic pay zone:

Zone A: $31.50 per hour
Zone B: $27.25 per hour
Zone C: $25.00 per hour

The applicable rate depends on the candidate’s geographic location and Toast’s Geographic Pay Zone policy. These are fixed starting rates rather than negotiable salary ranges.

Benefits & Total Rewards

Toast provides a competitive total rewards package designed to support employees professionally and personally. Eligible employees may receive a combination of compensation, health and wellness programs, and other benefits according to their location and employment terms.

Use of AI During Recruitment

Toast may use artificial intelligence tools to assist recruiters and interviewers with administrative activities such as interview note-taking, documentation, and summarization.

Final hiring decisions are made by people.

Candidates are expected to complete interviews and assessments independently and should not use real-time AI assistance, recording software, or transcription bots during assessments or interviews unless Toast has provided prior authorization.

Working at Toast

Toast values collaboration, authenticity, respect, and different perspectives. The company aims to create an environment where employees have opportunities to contribute, develop professionally, and deliver excellent experiences for restaurant customers.

Depending on the position and location, Toast operates with remote, hybrid, and office-based working arrangements. Candidates should review the requirements attached specifically to this vacancy to understand the applicable working arrangement.