Toast

Customer Support

• Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts
• Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
• Ensure Service Level Agreements (SLA) for tax related cases are met
• Provide subject matter expertise related to payroll and tax filing
• Provide Payroll analytics and reporting to management
• Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes

Manager II – Customer Care Tax

Payroll

• Serve as a strategic engine for revenue protection and customer loyalty
• Lead high-stakes discovery calls and product demos
• Master the Core POS and Employee Cloud systems
• Protect and expand SaaS revenue
• Leverage product usage data for recommendations
• Drive full activation of the Payroll Product Suite
• Partner with internal teams for issue resolution

Customer Success Manager II, Payroll

Manager

• Own the ongoing analysis and reporting for the SMB Voice of the Customer program, responsible for identifying, validating and storytelling the top operational drivers of customer sentiment and recommending solutions to address customer pain and optimize NPS, Toast’s CX beacon metric
• Own the ongoing maintenance of key Customer Experience metrics (e.g. NPS/CSAT/CES) to ensure optimal deployment on par with industry best practices
• Proactively identify opportunities to improve the Toast customer experience by monitoring and analyzing CX and business metrics, with a keen focus on the root cause of customer pain
• Deliver clear and compelling data-driven storytelling that builds empathy for the customer, helps teams understand how and why to act, and influences cross-functional partners to prioritize solutions to address the customer need
• Maintain an ongoing understanding of business priorities and challenges to ensure CX priorities are in service of priority organizational goals and needs
• Partner with cross-functional teams (Customer Marketing, Service Design, UX Research, R&D, Customer Success) to create customer experience solutions that are feasible and holistic
• Define and implement Toast-wide programs to inspire customer-centric decision making at every level through processes, tools and targets
• Stay current on key industry trends, competitive service offerings & experience, research, recommend best practices, KPIs and benchmarks, and, where relevant, incorporate into ongoing experimentation and adoption at Toast

Senior Manager, CX Strategy – Analytics

• Focus on hiring to maintain headcount requirements across your team.
• Hire, onboard, enable, coach and manage a team of Hybrid Development Representatives (HDR) to exceed quota in a remote environment.
• Lead by example in demonstrating Toast’s core values and inspiring a culture of high performance, respect and fun.
• Manage day to day activities of HDR team including: live coaching, career and skill development, monitor productivity metrics to identify opportunities and risks.
• Work closely with cross-functional partners to ensure proper alignment on pursuing the right areas for opportunity.

Development Representative Manager

Full-stack Engineer

• Be a strong independent contributor backend development for a new team to address critical operator needs currently unmet by Toast. Pair closely with the Staff engineer to ship our roadmap.
• Contribute to the architecture and backend implementation for key features and components for the New Venture across the Toast codebase.
• Understand operator needs and contribute to the team’s business strategy.
• Collaborate closely with New Ventures Leads to successfully launch an MVP and facilitate its scalable adoption by a broad customer base.
• Navigate diverse codebases across disciplines to consistently deliver high-quality code within established timelines.
• Demonstrate a high degree of ownership in all aspects of development.
• Leverage cutting edge AI tools to enhance your development workflow, improve velocity, and help pioneer new approaches to building - contributing to a culture of innovation and productivity across the team.

Senior Software Engineer, New Ventures

Product Designer

• Serve as the dedicated product design partner for Sales Experiences teams within BTT
• Lead user research and journey mapping across the full sales lifecycle
• Design intuitive, efficient UX/UI for internal GTM tools
• Own experience design for high-impact tools such as Quote Builder and Cart Builder
• Translate complex workflows into clear, usable experiences
• Establish and evolve cohesive UX patterns and standards for internal sales tooling
• Partner closely with Product Managers
• Collaborate with Engineers to provide structured design guidance
• Validate designs through usability testing

Senior Product Designer, Sales Experiences

Engineering Manager

• Lead, influence and contribute across R&D to drive business value for Toast and our restaurant customers
• Collaborate closely with product and engineering stakeholders to drive strategic direction for Toast’s AI-enabled products
• Work closely with leaders from Data Science, ML Engineering and Platform teams to help shape and execute the vision of ML Platform at Toast
• Break down larger ML initiatives into smaller problems that enables data science to deliver incremental business value and lead the team to execute on them
• Coach and mentor data scientists and ML engineers to be successful in their career growth
• Incorporate up-to-date DS approach as best practices for the team
• Help in continuing to build out and expand Toast’s AI product portfolio
• Work effectively in a dynamic, changing environment while focusing on key goals and objectives

Senior Engineering Manager, Data Science

Account Executive

• Following up on marketing qualified leads in the market you support
• Conducting discovery calls & product demonstrations in your customer’s preferred language
• Creating and reviewing quotes and contracts in your customer’s preferred language
• Ensure our onboarding team and customer are set up for success post sale
• Understand the competitive landscape in your market (strengths, weaknesses, benefits) to best position Toast.

Bilingual Hindi Account Executive

Product Analyst

• Partner with counterparts in product, engineering, data infrastructure, finance, and operations departments to produce the analyses, datasets and data models necessary to measure and inform product development.
• Develop deep systemic knowledge of data from operational systems and product data to build strategies for continuous improvement of the reporting capabilities of that data.
• Write SQL queries and use analytics tools to create datasets that support product, operational, and revenue reporting needs, including statistical modeling and forecasting.
• Build scalable and sustainable tools and dashboards to automate reporting and generate insights that will allow the team to quickly and accurately see how our products and processes are performing.
• Proactively identify areas outside the regular stream of business requests where analytics can add value - have that “canary in a coal mine” mentality when it comes to data.
• Influence an experimentation culture and build the data structures and processes necessary to use experimentation to improve product development.
• Act as a trusted advisor to stakeholders bringing insights and analyses forward in product and leadership forums as a cross-functional partner.
• Work cross-functionally with Engineering, Data/Analytics Engineering, Business Intelligence, and Data Platform teams to ensure a unified approach to analytics.
• Provide training and enablement for self-service capabilities using the analytics tool stack.

Senior Product Analyst

Data Scientist

• Lead the design and development of scalable ML systems for use cases such as menu recommendation, demand forecasting, offer targeting, and guest personalization.
• Own the full machine learning lifecycle—from problem framing and data exploration to modeling, deployment, and monitoring—for mission-critical initiatives.
• Design and implement advanced ML and statistical models that improve product performance, operational efficiency, or customer insights.
• Collaborate with engineers, product managers, and business stakeholders to define project scope, success metrics, and integration strategy.
• Guide architectural decisions, set modeling standards, and champion best practices for experimentation, validation, and productionization.
• Mentor other data scientists and raise the technical bar through design reviews, feedback, and sharing domain expertise.
• Proactively identify areas where data science can create business value and lead cross-functional efforts to drive those opportunities forward.

Staff Data Scientist

• Own the full machine learning lifecycle—from problem framing and data exploration to modeling, deployment, and monitoring—for mission-critical initiatives.
• Design and implement advanced ML and statistical models that improve product performance, operational efficiency, or customer insights.
• Collaborate with engineers, product managers, and business stakeholders to define project scope, success metrics, and integration strategy.
• Guide architectural decisions, set modeling standards, and champion best practices for experimentation, validation, and productionization.
• Mentor other data scientists and raise the technical bar through design reviews, feedback, and sharing domain expertise.
• Proactively identify areas where data science can create business value and lead cross-functional efforts to drive those opportunities forward.
• Leverage cutting edge AI tools to enhance your development workflow, improve velocity, and help pioneer new approaches to building - contributing to a culture of innovation and productivity across the team.

Senior Data Scientist

Designer

• Partner closely with product, engineering, and research to deeply understand our users and translate that understanding into thoughtful, intuitive product experiences.
• Design end-to-end workflows across responsive web and native mobile, delivering clear wireframes, flows, prototypes, and design specs that guide product development.
• Design scalable reporting and data experiences that reduced complexity and improved how operators monitor, manage, and configure their business.
• Contribute to the evolution of AI-driven tools that help operators make better, faster decisions.
• Participate in design critiques and reviews, giving and receiving feedback that strengthens the quality of the work.
• Support qualitative and quantitative research activities, translating insights into actionable product improvements.
• Collaborate with localization and international teams to ensure designs are culturally appropriate and adaptable across different languages and regions.
• Advocate for customer-centered design, elevating user needs and helping maintain a high bar of craft across the team.
• Design exceptional AI-first experiences that solve meaningful customer problems - using AI tools to accelerate ideation, streamline design workflows, and contribute to a culture of innovation and learning across the team.

Senior Designer

• Design, scope, and implement cutting-edge solutions using a mix of technologies.
• Enhance the platform to boost performance, usability, and scalability.
• Collaborate closely with Design and Product stakeholders to ensure we are building the right solutions to the right problems
• Identify high-impact opportunities with your team and turn them into reality.
• Be an awesome teammate who’s all in on collaboration and collective success.
• Work across teams to ensure that every part of our product ecosystem works seamlessly together to deliver the best possible experience for our customers.

Staff Software Engineer – Toast Tables

Android Engineer

• Design, build, deploy, and maintain highly resilient and scalable features across Toast’s products
• Hands-on design and implementation of Android applications in Java or Kotlin
• Evolve Toast’s existing products suite to meet global market needs
• Work across software both in the restaurant and the cloud
• Work directly with pilot customers (sometimes in the restaurant!) to ensure successful delivery and operation
• Collaborate with the team to plan and estimate work
• Collaborate with teams across Toast
• Taking ownership of the Android system
• Ensure quality by building automated testing for changes
• Collaborate with UX and PM on the definition and design of features
• Mentor and coach other engineers

Senior Android Engineer – Strategic Cuisines

Consultant

• Has expert level knowledge of Toast networking standards and hardware setup
• Supports implementations of the Toast POS System for Toast’s most complex and largest customers by overseeing a multi-channel community of peer-to-peer technical support and acting as a final escalation point.
• Manages issues requiring Red Flag creation related to pre-live and go-live accounts
• Manages multiple MUO projects alongside an OC to ensure a successful implementation rollout strategy
• Partners with all Enterprise cross-functional teams
• Using Root Cause Analysis techniques, locates trends & blockers in the pre-live to live customer journey and plays an active role in tech-based initiatives to address them
• Provides in depth customer specific installation documentation for successful scalable rollouts