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Senior Customer Education Specialist

Customer Success

Senior Customer Education Specialist

  • R6148
  • Remote
  • Remote, United States
  • Customer Success

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! In this content specialist role, you’ll need to know the Toast product, understand the members of our Toast community, and know how to best communicate with them to deliver an intuitive and delightful customer education experience.

Do you have the right ingredients? This Toaster is passionate about our mission to create a community of educated, empowered, and self-sufficient customers for life by engaging them with relevant content and inspiring them to maximize their investment in Toast.

Specifically in this role, you’ll be expected to:

  • Create written and visual educational content, to reduce cost to serve and increase product adoption across the Toast customer base.
  • Execute content strategy surrounding the planning, creation, delivery, and governance of self-service educational content. 
  • Lead Customer Education team initiatives such as content blitzes and special projects as needed.
  • Own cross-functional relationships with key stakeholders to better understand the product roadmap and customer goals. 
  • Complete assigned tickets autonomously through JIRA.
  • Partner with Marketing to drive the adoption of educational content throughout the customer journey and scheduled campaigns. 
  • Manage multiple project deadlines and maintain regular output of content delivery. Remain flexible as priorities shift and communicate status updates as needed.

 

Do you have the right ingredients*? (Requirements)

  • Experience in professional writing with a focus on optimizing content for customers, and with the ability to convert complex topics into simple steps. Supporting content in more than one language is a plus but is not required. 
  • Ability to organize and express ideas clearly, concisely and accurately, verbally and in writing. 
  • Self-motivated with a relentless problem-solving mindset. 
  • Thrives in a fast-paced environment; flexible toward dynamic change.
  • Familiar with and empathetic to the customer experience. 
  • Knowledge of restaurant operations and workflows. Previous experience in the restaurant industry or with Toast products is a plus but not required.
  • Proficient with content development tools such as Adobe Creative Suite, Canva, Confluence, Salesforce Knowledge, and Salesforce Experience Cloud.




Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required



We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? 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 accommodations@toasttab.com.

For roles based in the United States:  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.

Bready* for a change?

Apply now

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Notice on fraudulent jobs

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, purporting to represent Toast. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers.  These job postings and offers are not authorized by Toast, and Toast is not responsible for fraudulent offers or requests for personal information or payments.  Toast will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process.  Candidates who have questions about the validity of Toast job postings or offers should consult the job postings on our careers.toasttab.com career site.

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