Process Engineer - Customer Care
Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.
The primary responsibility of the Process Engineer, Customer Care is to assess, design, and implement processes and process improvements for the Toast Customer Care Teams. This includes both new process development and existing process improvements that maximize the productivity of the team, with the end goal of increasing the customer experience. This role will work closely with Customer Care Leadership as well as the Business Systems and Operations team.
About this roll* (Responsibilities)
- Manage the assessment and evaluation of existing processes and workflows to identify areas of improvement
- Modifying processes for new product offerings
- Work with enablement to ensure all team members receive the knowledge needed to follow new process requirements
- Lead problem solving sessions to determine why processes are not capable of meeting requirements
- Optimize team productivity by designing and implementing new procedures
- Work closely with cross functional teams to enhance customer experience
- Lead the development of routines and best practices to ensure quality
- Provide guidance for successful implementation of process changes
- Document and report on status of process changes
- Communicate status with Customer Success Leadership Teams
Do you have the right ingredients*? (Requirements)
- Bachelor's Degree Highly Preferred
- 5 years of experience working in a Business, Operations, Data or Analytics environment
- Experience working directly with Leadership and Key Internal Stakeholders
- Experience managing multiple projects concurrently
- Experience with Salesforce Service cloud highly preferred
- Analytical thinker with interpersonal skills
- Proven track record of sound decision-making and ability to work autonomously
- Demonstrated commitment to providing the best customer service, every transaction, every time
- Demonstrated proficiency in Customer Service and Technical Support functions
*Bread puns encouraged but not required