Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.
As a Customer Care Insight Analyst, you will support the Care organization in getting behind the “Why” and the “How” of our customer interactions using a business-focused analytical skill set. Our team is passionate about using data to better understand the customer experience and bringing insights to action. This includes analyzing contact drivers and customer intents as well as our internal processes and policies for handling customers’ needs and pain points. In this role, you will work in close partnership with our Care Experience Management and R&D teams to inform and prioritize roadmaps as well as our Workforce Management and Agent teams to coordinate our use of data for driving action. Success for our team is to be able to drive change through creative, data-driven thinking, influential storytelling, and a customer-centric mindset.
The ideal candidate has a track record of delivering results in a fast-paced environment, excellent business judgment and is comfortable with owning work end-to-end. They should have a demonstrated ability to break down complex problems, deliver recommendations, and have a critical eye for detail.
About this roll* (Responsibilities):
- Proactively identifies insights using a strong business acumen and understanding of our stakeholders’ priorities
- Leads analysis efforts as data subject matter expert for new processes and tooling
- Uses a business-case mindset to understand ROI of proposed recommendations, key assumptions, and activities needed for success
- Communicates clearly, knowledgeably, and transparently with project stakeholders to build trusted relationships and enhance business outcomes.
- Coordinates efforts between the Data Infrastructure and Operations teams to obtain new data sources and understand their value
- Looks for opportunities to both optimize and automate analyses and develop dashboards for more efficient identification of insights
- Demonstrates strong technical skills when connecting data sources, extracting data, and performing analysis.
Do you have the right ingredients*? (Requirements):
- 2-4 years of experience in analytical roles.
- Strong SQL skills and familiarity with building interactive dashboards in tools such as Tableau, Sigma or Hex.
- Experience analyzing large data sets and distilling actionable insights.
- Ability to flex between projects that balance speed to and depth of insight.
- Strong data visualization skills - including ability to build quickly and accurately across different tools.
- Data driven, customer centric, always curious, asking questions and anticipating challenges.
- Demonstrated ability to apply business acumen to technical analytic approaches and outputs.
Special Sauce* (Nice to Haves)
- Bachelor's Degree
- Experience and interest in working with AI tools to derive insights.
- Experience with analytics in a customer-focused field: customer experience, customer service, marketing, product and business operations.
- Experience with data platforms, extraction and automation.
- Experience participating in recurring business reviews with leadership teams
AI at Toast
At Toast 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 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
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), benefits, and equity (if eligible).
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
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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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Top Skills
Toast Boston, Massachusetts, USA Office
Toast’s headquarters is located in the heart of the Seaport District. Toasters are surrounded by art, culture, and delicious cuisine in one of the most bustling neighborhoods in Boston.
Early Careers
Toast's Early Careers program is designed to launch students' careers by integrating them into the company's vibrant culture and impactful work. Interns and co-ops are treated as full-time Toasters from day one, given meaningful projects, and provided with mentorship from industry professionals. The program emphasizes hands-on learning, collaboration across teams, and the autonomy for students to develop and showcase their skills, supported by consistent feedback. Toast offers opportunities across various departments, including technical roles like Software Engineering and Data Science, as well as non-technical roles such as Human Resources and People Operations.
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