Paige M.

Senior Program Manager, Employer Brand

Today marks the start of AAPI Heritage Month! As part of our celebrations, we are highlighting the work of our Emerging Markets team.

The Emerging Markets team serves customers in Spanish and Mandarin. By providing end-to-end support to customers in their preferred language, this team is breaking down the language barrier and helping our customers reach their goals. 

Howard C., Sales Manager on the Emerging Markets team, is excited to have the opportunity to partner customers in this inclusive way. After spending years in the hospitality industry, he is far too familiar with the unique challenges restaurant owners face when they need to communicate with businesses in languages other than their own. 

“It’s important to remember that these restaurants are historically from marginalized communities that don’t have easy access to technology and resources that traditional restaurants more often do,” shared Howard. 

JJ, an Account Executive on Howard’s team and a restaurant owner, shared similar sentiments. 

“I was so honored and proud to be offered this role at Toast,” he reflected. “Joining the Emerging Markets team was a no brainer for me. I think I can become a bridge between Toast and our Asian Restaurant community, because I see a gap in terms of technology and, more importantly, culture between the two parties. Being in the restaurant industry for seven years and counting, I see my fellow Asian owners working really, really hard. By adding Toast’s technology, we can do more with less time, which then gives us more time to spend with our families or on ourselves.”

Just as Howard’s team helps guide customers through the sales process in their native languages, we also have a team that’s focused on working with customers throughout the onboarding process. This ensures that our customers not only have the tools they need to thrive, but that they also understand how to use the technology to the fullest extent. Leona L., Onboarding Manager, loves being able to empower Toast customers through her work.

“As an onboarding manager on the Emerging Markets team, I lead a group of onboarding consultants focused on supporting our Mandarin speaking customers,” Leona shared. “I personally think the biggest skill needed for my specific role is to navigate ambiguity. Being a manager on a customer facing team, I need to be able to embrace changes and uncertain situations while being able to stay calm, confident, patient, and motivated for my team.”

A role on our Emerging Markets team provides an unparalleled opportunity to empower our customers. Toasters are driven by helping the restaurant community succeed, and this is a way to make a major impact.

Prior to joining the Emerging Markets team, Shan Shan H., Onboarding Consultant, used Toast in her jobs as a restaurant server and manager. After seeing Toast’s dedication to their customers firsthand, Shan Shan knew this was the right next step in her career.

“I decided to join the Emerging Markets team because I knew Toast really cared about their customers and I wanted to be a part of helping restaurants thrive,” she shared. 

“Personally, it is important for me to serve our Chinese customers because I am able to communicate with them effectively. I show them how they can maximize the benefit of our platform and use Toast as a tool to excel in their businesses, so our Chinese customers can continue to serve delicious meals to their guests, while making a living to support their families.”

Our customers aren’t the only ones who benefit from the work of this incredible team, as Toasters are energized and impassioned by the impact they have on their communities. The team has a deep sense of pride in their ability to truly help our customers live our their dreams. 

“I can't describe that feeling when every time I have a customer calling me or texting me, saying they wish they could have met Toast sooner,” JJ said. “That's just one of the many reasons why I’m so proud to work on this team.”

Similarly, Shan Shan recalled a favorite memory while visiting a customer with her team.

“My favorite memory on the team is when I took my manager and teammate to one of my Chinese customers when they were onsite in Boston,” she said. “The owner and staff were happy to see us because we have developed a strong friendship and partnership during the onboarding process. During my time there, I assisted with one minor issue they had. Everyone was happy - my team got to enjoy the food and the moment to connect; our customer enjoyed using Toast to serve their guests. Nothing is better than seeing everyone smile.”

Through their dedication to empowering the restaurant community, our Emerging Markets team brings Toast’s “embrace a hospitality mindset” value to life.  Their passion makes Toast a great place to work, and is helping to create an equitable and inclusive restaurant community for all.