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\*? (Requirements)

• 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.

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

\*Bread puns encouraged but not required

#LI-Hybrid

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Pay Range

$90,000—$144,000 USD

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

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

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 candidateaccommodations@toasttab.com.

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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.