A Day In The Life

Morgan

Project Coordinator Lead

"Every conversation I have with a customer highlights different features, modules and workflows that made them excited to chose Toast. Sometimes they have ideas on how to even further improve the functionality and when they have suggestions, those suggestions get funneled into requests to engineers."


How does the work you do on customer support get translated back into the company's systems and product?

Every conversation I have with a customer highlights different features, modules and workflows that made them excited to chose Toast. Sometimes they have ideas on how to even further improve the functionality and when they have suggestions, those suggestions get funneled into requests to engineers.

What do you do on a day-to-day basis?

Once the customer signs on to use Toast, I am responsible for getting them live with the system. That means I am talking on the phone and emailing with all of my customers, requesting changes to the back end of customers' Toast accounts, submitting hardware orders, scheduling (and re-scheduling) our implementation team and ensuring that our customers have a smooth transition to Toast. Every day is very different as every customer has different requests, workflows in mind and needs, so it keeps me on my toes!

What excites you about your company?

Being part of a company that is growing so exponentially is extremely exciting. The company has morphed and changed wildly since I joined the team just about 7 months ago and It is hard to imagine what it might be like in another 7 months more. I am looking forward to seeing us streamline and automate a lot of our behind-the-scene processes so we can continue to create an amazing, personal, customer experience.

How do you interact with the rest of the company?

In my role as a project coordinator, I find that I interact with almost every department in the company. Everyday, in order to help my customers start using the system, I am answering a myriad of questions that require me to talk to every single team. The great part about working in HQ is that mostly everybody is a short walk away and if they're not at their desk, a quick slack message tends to do the trick.

What's the hardest challenge you've had thus far in your job?

I think the hardest part of this job is juggling requests from a growing number of customers and team members while continuing to support our customers during the go-live process. For them, opening or continuing to operate a successful restaurant takes a lot of blood, sweat and yes, tears. I hate to feel like I am letting them down when I simply don't have time to answer their questions.

What are some of the interview questions you were asked?

The one question that sticks out in my mind was "In order to work with our customers you need to be empathetic and you need to be organized. Clearly you have empathy in spades, but describe how you stay organized." Little did my interviewer know that as a pastry chef, you have to stay VERY organized. I then went on to describe my three-notebook system.

What unique skills have you developed over time in your role and at this company?

I am learning a lot more about networking and hardware than I ever thought possible! I am not sure if that's something that will stay with me as I continue to grow, but I have also learned even more organization and time management skills. I have also learned about the SAAS (software as a service) business model, been introduced to the world of tech and startups, and hopefully just begun a long career outside of the kitchen!

What opportunities do you think this role prepares you for in the future?

Given the way this role exposed me to every single department across Toast, I see it as a great way to understand a little bit more about what each team does. In addition to interacting cross-departmentally, I am also 100% customer facing, which prepares me extremely well to think on my feet, stay calm and think rationally. I think these are skills that translate into pretty much any role down the line and I hope to be able to grow professionally within Toast.

How did you prepare for the interview for this role?

I had a slightly unorthodox interview experience. I was not sure what role would be the best fit, so I interviewed at first with a few different departments: marketing, account management and services. After I honed in on the fact that services would be a great team to join, I came back for a second round with more people from the team I am now a part of. I already knew a fair amount about the company and had a great understanding of the "Toast customer" before I came in, but I did not fully understand how the teams integrated with each other and was excited to get the chance to understand more from each team member's perspective. And it didn't hurt that everyone was so welcoming!

What is your background and how did you end up in your current job?

I used to be pastry chef at one of Toast's customers, Flour Bakery. I left the baking world last March, right as Flour was beginning their relationship with Toast. After 5 years in the industry, I came to terms with the fact that I just did not have the passion that that career path demands. On top of that, I developed an allergy to the inhalation of, believe it or not, flour. Those two factors really made me reevaluate and pointed me in the direction of Toast. I saw Toast as the perfect way to blend my hospitality background with my desire to transition to a more traditional office environment. That being said, I think this is a far from "traditional" office. I knew I was in the right spot when I had my first interview in a conference room labeled, "Brioche."

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