Toast
We power successful restaurants.
Boston, MA
Remote

Senior Director of Customer Education at Toast

| Remote
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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. 

At Toast, we put our customers first.  Members of the restaurant community have a lot on their plates, so when they have a question about Toast, we want them to be able to find the answer FAST!  As the Director of Customer Education, your primary function will be leading the talented Customer Education team to develop long-term strategies to enable our customers and ensure their success with Toast products. You will fine-tune the vision for customer education, amplify the value of the program, and develop the plans to execute.

About this roll* (Responsibilities) 

  • Own the end-to-end customer education content strategy process from ideation to execution across multiple projects
  • Drive the delivery of robust written, video, webinar, and in-product content to support two discrete outcomes:
    • Reducing the cost to serve by providing self-service resources when and where customers need them. 
    • Creating contextual, targeted, “just in time” content to help customers activate, adopt, or troubleshoot the Toast platform.
  • Own the success and evolution of Toast Central, our customer help center
  • Create and implement user-centric content experiences that holistically align with business goals and user needs
  • Work with cross-functional teams to execute content strategies across digital platforms.
  • Analyze the content requirements for various business audiences to deliver content that supports customer needs, business objectives, content lifecycle management and enterprise content strategy.
  • Review existing Toast Central content and provide editorial updates to align with evolving web and enterprise standards.
  • Engage in proactive content governance and maintenance processes to ensure consistent, timely, accurate, and relevant web content.
  • Leverage data analysis, user research, and content audits to inform your content strategy decisions.
  • Lead localization of customer education content
  • Deliver an SEO strategy that ensures our content is easily findable and accessible by our customers

Do you have the right ingredients*? (Requirements)

  • Minimum of 7-10 years experience building, managing, and running education content strategy & operations.
  • Proven work experience managing content strategy globally with a campaign-based, insights-led approach and a portfolio to back it up.
  • Experience building content strategy in service of business and education goals that map to KPIs.
  • Mastery of multiple form factors -- video, podcast, long-form, short-form, social.
  • Management experience, preferably in a remote-first environment—having scoped roles, sourced and recruited, and honed a motivating management style.
  • Strategic thinker that is able to synthesize and prioritize inputs from various perspectives to create an actionable plan.
  • Analytic rigor; a high bar for integrity, trust and quality; and a guiding curiosity to stay on the cutting edge of this fast-moving world.
  • Curiosity and an open mind. We’re a culture of learners and we welcome a humble approach

*Bread puns encouraged but not required

#LI-REMOTE

#LI-KO2

As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

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Where we are

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries
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What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

An Insider's view of Toast

How would you describe the company’s work-life balance?

Toast is a pretty special place to work. I really enjoy the collaborative and supportive work culture. Toast goes out of its way to take care of employees through additional days off to flexible hours to peer groups and training.

Brad

Senior Engineering Manager

How do you collaborate with other teams in the company?

Being a part of the R&D team, I collaborate closely with cross-functional partners like Product, Design, Quality and Documentation to ensure alignment across the team and ultimately execution. Since joining Toast, I have been stretched both technically and non-technically, grown my career and become a stronger engineer and a more effective leader.

Eden

Manager, Software Engineering

How has your career grown since starting at the company?

I began as an Implementation Engineer, moved into instructional design, and now I am in my dream role as a Product Manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

What unique initiatives do you have that encourage innovation?

I love our bi-annual company-wide Hackathons! The mission is to provide all Toasters with the opportunity to innovate on Toast’s products, processes, & culture while fostering new connections between teams and people. I absolutely love seeing Toasters come together; the energy, enthusiasm, & passion for making Toast better is incredibly inspiring!

Jane

Senior Director of Product Management

How does the company support your career growth?

When Toast hires you, they immediately invest in you and give you every bit of support to ensure you are not only successful but in the best position for growth. Aside from the great support resources, Toast has a team of some of the smartest people in tech that I've been able to learn from.

Royce

Senior District Sales Manager
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