Customer Support - Fraud Operations

Toast is driven by building the restaurant platform that helps restaurants adapt, gain control, and focus on what they do best: running the businesses they love.

We are seeking highly motivated and detail-oriented professionals to join our Account Recovery team within Account Operations. In this role, you will help customers securely regain access to their accounts by managing processes such as Multi-Factor Authentication (MFA) resets, MFA disables, and email address changes.

The position involves conducting identity verification virtually and over-the-phone, adhering to strict security protocols, and making sound decisions to protect both customer data and business integrity. This is a high-responsibility role best suited for individuals who are security-conscious, process-driven, and customer-focused. The role requires flexibility to work in rotating shifts, including evenings, weekends, and holidays, to support customers outside standard U.S. business hours.

About this roll* (Responsibilities)

• Provide professional and empathetic support to customers requesting secure account recovery assistance.
• Perform identity verification checks using approved documentation and process guides.
• Accurately process MFA resets, MFA disables, and email changes within authorized access levels.
• Apply defined protocols to make approval decisions or escalate cases where verification is incomplete or unclear.
• Document each interaction and verification step thoroughly in the support platform (e.g., Zendesk, Salesforce).
• Handle sensitive personal information (PII) with utmost discretion, ensuring compliance with privacy and security standards.
• Consistently meet defined quality, compliance, and SLA targets.

Do you have the right ingredients?* (Requirements)

• Bachelor’s degree in any discipline.
• 1–3 years of experience in customer support, operations, or security verification roles (BPO/Shared Services experience preferred).
• Experience supporting secure platforms in sectors like SaaS, fintech, e-commerce, or telecom preferred.
• Exposure to identity verification tools or security compliance environments.
• Familiarity with MFA processes and digital account recovery concepts preferred.
• Working knowledge of CRMs (e.g., Salesforce, Zendesk) and authentication platforms (e.g., Okta, Duo, Authy).
• Excellent communication and interpersonal skills with a customer-first mindset.
• Strong attention to detail with the ability to follow structured workflows and make accurate decisions under pressure.
• High integrity and discretion when handling sensitive information.
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays, aligned with U.S. business hours.

Your Secret Sauce* (Competencies)

• Customer-first mindset with empathy and problem-solving skills.
• Strong process discipline, accuracy, and attention to detail.
• High integrity and discretion in handling sensitive data.
• Ability to collaborate effectively and adapt to changing priorities.
• Confidence in making sound decisions within defined protocols.

Toast’s Recipe for Success* (Shift Details)

This role follows a rotational shift schedule (including evenings, weekends, and holidays). Training and onboarding will be onsite. At Toast, we work in a hybrid model with a minimum of 2 days in office. For the first 12 months after go-live, we’ll ask you to be onsite at least 3 days a week to ensure strong collaboration and support.

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

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.