Title: Senior Product Manager, Customer Support
Location: Remote, United States
About Toast:
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Are you bready* for a change? (Team Info)
In this role, you will shape the future of how customers get help and how Toast communicates with our customers about business critical events, updates, and actions in pursuit of driving our ambitious plans to transform the way customers access and receive support. This role spans two interconnected user experiences areas: the Customer Communications Platform and the Help Center team. In this role you will collaborate across teams to identify communication use cases, user data needs, communication channels, and measurement requirements to build a Communications Platform that can be leveraged by response engineering, customer operations, customer care, tax and payments teams, and more. You will also drive forward the roadmap to build customers a unified digital destination to get the help they need from Customer Care through seeing their open cases, relevant communications, device statuses, and more.
The role is pivotal to unlocking accurate and complete user data that will be used across the company to better identify and communicate with our customers. If you’re passionate about helping customers succeed and eager to focus on a high priority area with opportunity to build new products and iterate on existing features, we’d love to have you on our team.
About this roll* (Responsibilities)
- Own and drive the roadmap for two key spaces for customer support experience: the Help Center and the Communications Platform.
- Develop the Help Center from 1 to 100, personalizing it for all Toast customers and extending it to all surfaces including app.
- Lead customer communications replatforming and cross-company customer facing communication governance
- Identity and build solutions for improving the customer support experience across all customer journeys
- Work closely with designers and developers to concept, prototype, ship, measure, and improve support feature
- Partner with multiple teams to figure out what customers need to know and when
- Research and get to know customers (internal and external) directly
- Champion customer needs internally by building strong relationships horizontally and vertically within Toast
Do you have the right ingredients*?
- Experience as a senior product manager, including data governance, platform-thinking, as well as building customer-facing experiences across web, mobile
- A track record of shipping effective features and experiences with data-driven decision-making
- Experience developing and launching products with cross-functional constraints, not just technical constraints, and working collaboratively and effectively with cross functional teams
- Exceptional communication skills, able to work well with architects, engineers, designers, customers, as well as executives and functional leaders outside of R&D
- Passion for and knowledge of the role data plays for R&D teams, including how to structure data for use in AI-driven products.
- Entrepreneurial mindset and ability to create a compelling product vision
- Take ownership of an existing product, and figuring out how to improve and iterate on it including setting, measuring, and optimizing the right metrics
AI at Toast
At Toast, one of our company values is that 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 Total Rewards Philosophy
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.
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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