Laura G.

People Success Partner

At Toast, we foster a community where employees can grow their careers, discover their passions, and make an impact through their work. It’s an honor that Toasters trust us to help guide their career growth and empower them to pave their own way–  we take that responsibility very seriously! 

In my role, I specifically work with our Care team. This team is dedicated to serving our customers and ensuring they’re having a seamless, empowering experience while using Toast. The Care team works closely with Toasters across the business – including sales, product, and more–  to best understand every aspect of the customer lifecycle. 

With such a wide range of skillsets, it’s no surprise that we have many different options for how Toasters can grow their career, both within the Care organization and across Toast through our internal mobility- or doughbility- program.

Recently, we spent some time digging into what a career ladder might look like on the Customer Care Operations team in the U.S. and Ireland. Let me walk you through a few examples of what this means for someone who joins Toast as a Customer Care agent.

For those who join as an individual contributor with the hopes of becoming a manager in the future, we will focus on growing your technical knowledge, while also honing your customer service skills. Once you move from a Specialist to a Senior Specialist role, you’ll have added responsibilities in supporting others on the team. This first hand experience in coaching and mentoring, coupled with Toast’s various professional development programs, will help build the professional skills needed to become a successful manager. Experiential knowledge learned as a Senior Specialist can also be applied to roles on other Care specialty or operational teams.

Management not something you’re interested in? Many Toasters grow their career across the individual contributor path! On the Care team, individual contributors are able to grow into technical experts. We even incorporated a Specialist II role to recognize high-performing Specialists. Care Agents on this track use their ever-expanding expertise as front-line support to our customers. If you have strong technical knowledge, a passion for helping others, and the ability to navigate ambiguity, this could be the role for you!

Our regular promotion cycles make realizing your career goals a possibility for so many Toasters, but we also offer opportunities to expand skills throughout the year. Care Agents regularly lean into project work where they can support other areas of the business– such as enablement and training.  We love seeing how different experiences and perspectives come together to guide individuals on their own career paths, and we’re excited to be part of it!