About this role.
Toast is hiring a Customer Care Tax Expert to support restaurant customers with payroll-tax profiles, filings, notices, jurisdiction accounts, and tax-agency communications. The role handles customer inquiries through phone, email, and chat while researching discrepancies, reconciling tax liabilities, and coordinating with internal operations teams. Candidates need customer-service experience, payroll service bureau exposure, and working knowledge of federal, state, and local payroll taxes. The position requires independent case management, careful handling of confidential data, and clear communication in a high-volume, changing environment. Training lasts five weeks, and PTO is not permitted during that period.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first acknowledge the customer's concern and collect the notice, filing periods, tax jurisdiction, and relevant payroll details. I would review the account and filing history, identify the root cause, coordinate with the applicable agency or internal team as needed, and provide the customer with a clear action plan and timeline. I would document the case thoroughly and follow through until the issue is resolved.
I prioritize by deadline, financial or compliance impact, customer disruption, and complexity. Time-sensitive agency notices, filing deadlines, payment issues, and cases that may create penalties are handled first, while I maintain clear status updates and next steps for all customers. I use case-management tools, task lists, and calendar reminders to ensure no follow-up is missed.
I would verify the legal entity details, FEIN, work location, tax account number, effective date, filing frequency, agency registration status, and applicable state and local tax requirements. I would also confirm whether the update affects prior filings or upcoming payments. Before completing the change, I would communicate the expected impact and retain supporting documentation.
I avoid jargon and explain the issue in plain language, beginning with what happened, why it matters, and what actions are needed. I break the solution into concise steps, confirm the customer understands any deadlines or documents required, and send a written recap when appropriate. My goal is for the customer to feel informed and confident rather than overwhelmed.
I would analyze case trends to identify the recurring trigger, such as incomplete onboarding data, unclear instructions, or a system workflow gap. I would quantify the impact, propose a practical change such as a validation checklist or knowledge-base update, and partner with the relevant teams to test it. After implementation, I would monitor case volume and resolution time to confirm the improvement is working.
Customer Care Tax Expert
Start Date: 10/5/2026
Training will be 5 weeks. There is no PTO allowed during training period.
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.
About this roll*:
- 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
Do you have the right ingredients*?
- 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
Special Sauce* (Non-essential Skills/Nice to Haves)
- MasterTax Experience
- FPC or CPP certification
- Associates or Bachelor’s Degree
Our Spread* of Total Rewards
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.
*Bread puns encouraged but not required
The starting pay rate for this role is below. Please note that there is no range for this role; the rate listed below is the only rate. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
Zone A
$31.50—$31.50 USD
Zone B
$27.25—$27.25 USD
Zone C
$25—$25 USD
How Toast Uses AI in its Hiring Process
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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
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.
Apply today!
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.
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