At Toast, we are on a mission to relentlessly improve Customer Experience, and we are looking for a dedicated individual to play a critical role in this journey. This position will focus on analyzing "bottom tier" customer experiences within Care, identifying key process pain points, and defining challenges through data-driven insights. You will collaborate with stakeholders across the organization to recommend and implement long-lasting improvements. As the primary driver of continuous improvement for our Care “bottom tier” processes, this role will be instrumental in fostering a culture of customer-centric innovation and excellence at Toast.

We are seeking a dynamic professional with a proven track record in tackling complex, ambiguous challenges within the customer support landscape. The ideal candidate is passionate about enhancing the experience for both Customers and Agents, leverages a data-driven approach to analyze issues and recommend improvements, and excels at driving multifaceted initiatives forward. This individual must be comfortable in a fast-paced, ambiguous, and impact-oriented environment. You will have the opportunity to make a massive impact in this role, and be part of a core team that is leading the way on changing how we serve our customers.

If you’re passionate about Customer Care, data-driven continuous improvement, and making a tangible impact, we want to hear from you!

About this roll* (Responsibilities)

• Drive Process Improvement: Own the roadmap for transforming our customer experience from “bottom tier” to world-class.
• Subject Matter Expert: Serve as the go-to expert for designated processes, providing insights and guidance to stakeholders.
• Develop and Maintain Process Maps: Create, update, and assess current and future state process maps, fostering alignment among key stakeholders and leadership on improvement opportunities.
• Data-Driven Analysis: Utilize data and critical thinking to identify process pain points, quantify their impact, and prioritize improvement opportunities. 
• Monitor and Report on Metrics: Regularly track relevant data points and key success indicators, and regularly report out on project health and progress to key stakeholders.
• Facilitate Collaborative Sessions: Organize and lead focus groups, shadowing sessions, and brainstorming discussions to identify process gaps and generate scalable solutions.
• Cross-Functional Collaboration: Work closely with product teams, care managers, quality assurance, enablement, and systems to identify and implement process improvement opportunities.
• Influence and Adoption: Advocate for Care teams to adopt new strategies that enhance the customer experience and drive positive change.
• Stay Current on Policies: Keep informed about Quality and Operational business policies to ensure all recommended changes align with overall business objectives.
• Adapt Processes for New Offerings: Modify existing processes for new product launches and support relevant pilot programs.

Do you have the right ingredients*? (Requirements)

• 3+ years of experience working in Customer Success in a role with an emphasis on analytics and/or process improvement.
• Proven track record of sound data-driven decision-making in complex, ambiguous situations.
• Strong interpersonal and communication skills with the ability to report on data and key insights to Operational Leaders.
• Excellent analytical skills with experience using tools such as Excel, Google Sheets, Looker, and Snowflake (Pivot tables, VLookups, data manipulation etc.)
• Passion for continuous improvement.
• Demonstrated proficiency in customer service and technical support functions.
• Experience managing multiple projects concurrently while maintaining strong organizational skills.
• Experience working directly with senior leadership and key internal stakeholders.
• Capable of working independently with minimal supervision and completing all required duties consistently.
• Demonstrated commitment to providing the best customer service.

Special Sauce* (Nice to Haves)

• Bachelor’s degree in Business, Analytics or related field
• Six Sigma Certified
• Experience with call center technology; Salesforce Service Cloud experience highly preferred

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

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