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Full-Time

Digital Customer Experience Ops

Updated on 6/18/2024

Toast

Toast

5,001-10,000 employees

Cloud-based restaurant management software platform

Consumer Software
Hardware

Compensation Overview

$75k - $120kAnnually

+ Cash Compensation + Equity + Benefits

Junior, Mid

Remote in USA

Category
Quality Control & Compliance
Supply Chain Management
Transportation & Distribution
Operations & Logistics
Required Skills
Communications
Salesforce
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
Responsibilities
  • Design and implement chatbot workflows for seamless onboarding experiences, ensuring they are intuitive and efficient.
  • Collaborate with the Business Transformation teams to integrate Salesforce and Intercom, creating a cohesive and streamlined customer experience.
  • Capture and analyze customer insights within bot flows during the onboarding process to continually improve the customer journey.
  • Architect and develop best-in-class experiences utilizing chat, phone, and SMS tools, ensuring high-quality customer interactions.
  • Identify and innovate new experiences to enhance customer onboarding at Toast, staying ahead of industry trends and customer needs.
  • Partner with the Education and Knowledge team to improve AI deflection for onboarding experiences.
  • Manage the feedback loop from the onboarding experience to product teams to improve product experience and the overall customer journey.

Toast offers an ideal work environment for individuals passionate about enhancing the hospitality industry through technological solutions. As a leading provider of restaurant-specific cloud-based solutions, the company excels in delivering robust software and hardware systems designed to streamline operations for maximum efficiency and impact. Working at this company means engaging in a dynamic, growing industry while contributing to a suite of products that help restaurants evolve and thrive in the digital age.

Company Stage

Series F

Total Funding

$1.2B

Headquarters

Boston, Massachusetts

Founded

2011

Growth & Insights
Headcount

6 month growth

2%

1 year growth

12%

2 year growth

56%

Benefits

Peer Nominated Toastie Awards

Professional Development Reimbursement Program

Sabbatical

Unlimited Vacation & Flexible Work Hours

Medical, Dental, & Vision Coverage + Wellness Stipend

Commitment to Employee Wellness