Toast
We empower the restaurant community to delight guests, do what they love, and thrive.
Remote

Digital Customer Experience Ops

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Employer Provided Salary: 75,000-120,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

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.

Hot off an IPO in 2021, Toast is investing heavily in R&D, including scaling core products, accelerating growth of emerging products, and incubating new products  that can have a substantial impact on Toast’s long-term growth. We are searching for an operations-focused individual who thrives in problem-solving, working cross-functionally, and is able to identify opportunities in systems and processes that enable product teams to be more efficient. 

About this roll* (Responsibilities) 

  • Chatbot Workflows: Design and implement chatbot workflows for seamless onboarding experiences, ensuring they are intuitive and efficient.
  • System Integrations: Collaborate with the Business Transformation teams to integrate Salesforce and Intercom, creating a cohesive and streamlined customer experience.
  • Customer Insights: Capture and analyze customer insights within bot flows during the onboarding process to continually improve the customer journey.
  • Experience Architecture: Architect and develop best-in-class experiences utilizing chat, phone, and SMS tools, ensuring high-quality customer interactions.
  • Innovation: Identify and innovate new experiences to enhance customer onboarding at Toast, staying ahead of industry trends and customer needs.
  • AI Deflection: Partner with the Education and Knowledge team to improve AI deflection for onboarding experiences.
  • Feedback Management: Manage the feedback loop from the onboarding experience to product teams to improve product experience and the overall customer journey.

Do you have the right ingredients*? (Requirements)

  • 2-5 years of experience in architecting chat, phone, and/or CRM tooling.
  • Strong knowledge of chatbot development, phone systems, and SMS tools.
  • Experience with integrating systems, particularly Salesforce and Intercom, is highly desirable.
  • Excellent collaboration skills to work effectively with cross-functional teams including product, operations, design, and customer experience.
  • Experience capturing and utilizing customer insights to drive improvements in customer lifecycle/journey
  • A proactive approach to identifying and implementing new customer onboarding experiences.
  • Experience working with Salesforce and/or other CRM tools for onboarding or implementation operations
  • Strong problem-solving skills and the ability to think strategically to overcome challenges.
  • Excellent verbal and written communication skills to convey complex ideas clearly and effectively.
  • Passionate about technology startups. Experience in an early stage technology startup.
  • Undergraduate Degree

Special Sauce* (Nonessential Skills/Nice to Haves)

  • Intercom and/or Salesforce administration experience

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

#LI-REMOTE

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$75,000$120,000 USD


We are Toasters

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

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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 [email protected].

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What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Toast, we're focused on empowering the entire person. We know that wellness looks a little different for everyone, which is why we offer an array of benefits outside of the traditional offerings, including mental health programs, financial wellness resources, care giver benefits, and so much more. By providing our employees with plentiful resources and benefits, we're setting them up to thrive.

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