Senior Customer Care Analyst

At Toast, we are on a mission to relentlessly improve the Care Service experience, and we are looking for a dedicated individual to play a critical role in this journey. We are seeking a highly analytical and strategic Senior Customer Care Analyst to play a pivotal role in re-imagining and optimizing our customer care landscape. This is a unique opportunity for an experienced strategist to make a significant impact on a core function of our business, directly influencing customer satisfaction, operational efficiency, and the overall success of Toast.

This individual will be responsible for deep-diving into our existing care ecosystem, identifying key pain points and opportunities, and driving the data-driven insights that will shape the future of our customer service experience. This position will focus on the strategic organization of the Care team, re-imagining and optimizing our customer care landscape. You will collaborate with stakeholders across the organization to recommend and implement long-lasting improvements.

About this roll\* (Responsibilities)

• Deep Dive Analysis: Conduct comprehensive analysis of current customer care processes, tools, data, and workflows across all channels (phone, chat, email, self-service, etc.). This includes identifying inefficiencies, bottlenecks, and areas for improvement in the customer journey.
• Data-Driven Insights: Leverage a variety of data sources (e.g., customer feedback, service metrics, operational data) to identify trends, root causes of issues, and opportunities to enhance the customer care experience.
• Strategic Recommendations: Translate complex data into clear, actionable strategic recommendations for re-organizing and optimizing the customer care landscape. This may include working on new organizational structures, technology solutions, process improvements, and self-service initiatives.
• Stakeholder Management: Present findings and recommendations to key stakeholders, effectively communicating complex concepts and influencing decision-making.
• Performance Measurement: Establish a framework for measuring the impact of strategic initiatives on customer satisfaction, operational efficiency, and business outcomes.
• Customer Advocacy: Champion the voice of the customer throughout the organization, ensuring that customer needs and feedback are at the forefront of strategic decisions.

Do you have the right ingredients\*

• 4+ years of experience working in a strategy, consulting, or analytical role, with a strong focus on customer experience, service operations, or business transformation.
• Proven experience conducting in-depth analysis of complex operational processes and large datasets.
• Proven track record of using data to drive decisions and present actionable insights in complex, ambiguous situations.
• Strong SQL and analytical skills and experience working with BI tools such as Sigma, Looker, Hex or Tableau.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels.
• Strong project management skills, with the ability to lead multiple strategic initiatives simultaneously.
• Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.

Special Sauce\* (Nice to Haves)

• Bachelor's degree in Mathematics, Analytics, Business or related field
• Six Sigma Certified
• Experience with journey mapping and organizational design principles.
• Experience in a high-growth, fast-paced environment is a plus.
• Familiarity with the restaurant or hospitality industry is a bonus.