Account Recovery Agent

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

Our Account Recovery team plays a critical role in protecting customer accounts while delivering exceptional customer experiences. As an Account Recovery Agent, you'll help customers securely regain access to their accounts by managing sensitive recovery requests, conducting identity verification, investigating account access issues, and making sound security decisions. This role requires a customer-first mindset, strong attention to detail, and a commitment to balancing security with a seamless support experience.

A day in the life (Responsibilities) 

• Own end-to-end resolution of customer account recovery requests, including Multi-Factor Authentication (MFA) resets, verified phone number and OTP resets, email address changes, and account access recovery.
• Perform identity and authority verification by following established security protocols before making any account changes.
• Investigate account access issues by reviewing account history, login activity, and available internal data to identify potential fraud or unauthorized access attempts.
• Apply sound judgment to approve, deny, or escalate recovery requests based on established verification standards and security guidelines.
• Support customers across multiple communication channels, including inbound and outbound phone calls, email, and case-based workflows.
• Communicate clearly and empathetically during sensitive customer interactions while maintaining security requirements and setting appropriate expectations.
• Accurately document investigation findings, verification steps, decisions, and customer interactions to ensure audit-ready case records.
• Prioritize and manage workload effectively while meeting quality, compliance, productivity, and service level objectives.
• Collaborate closely with cross-functional teams, including Customer Support, Fraud Operations, Trust & Safety, Identity & Access Management, Payroll, and Security, to resolve complex customer cases.
• Identify opportunities to improve operational processes while maintaining strong security controls and an exceptional customer experience.

What you'll need to thrive (Requirements)

• Bachelor's degree in any discipline or equivalent professional experience.
• 1–3 years of experience in Customer Support, Fraud Operations, Trust & Safety, Risk Operations, Account Security, Technical Support, or similar operational roles.
• Experience handling sensitive customer interactions while maintaining professionalism and empathy.
• Strong investigative and analytical skills with the ability to make informed decisions using available information.
• Excellent written and verbal communication skills with a customer-first mindset.
• High attention to detail and the ability to consistently follow structured processes and security procedures.
• Experience working with CRM or case management platforms such as Salesforce, Zendesk, or similar tools.
• Ability to manage multiple priorities in a fast-paced operational environment while meeting quality and SLA expectations.
• Demonstrated integrity and discretion when handling sensitive customer information and personally identifiable information (PII).
• Flexibility to work rotating shifts starting 7:30 PM IST, including evenings, weekends, and holidays, to support customers in standard U.S. hours.

What will help you stand out (Nonessential Skills/Nice to Haves)

• Experience in fraud prevention, account takeover investigations, identity verification, or cybersecurity support.
• Familiarity with authentication and identity management concepts, including Multi-Factor Authentication (MFA), account recovery, and access management.
• Experience supporting SaaS, fintech, banking, e-commerce, telecommunications, or other security-focused environments.
• Experience using tools such as Salesforce, Splunk, Persona, Okta, Duo, Authy, or similar authentication and investigation platforms.
• Knowledge of risk assessment, fraud detection, or trust and safety operations.
• Continuous improvement mindset with the ability to identify opportunities to enhance operational efficiency and customer experience.
• Ability to navigate ambiguity while balancing customer needs with security and compliance requirements.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

 

Our Total Rewards Philosophy 
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.