Senior Associate Consultant

Job Description  - Senior Onboarding Support 

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As Onboarding Support, your role is pivotal in actively supporting the productivity goals of our internal teams and the overall success of our customers using the Toast platform. This team is responsible for supporting the Toast customer journey, enhancing customer relationships, and improving their experience with Toast.

Description 

We are looking for Onboarding Support team members to work cross-functionally with many different Toast Teams to support our customers.

Training will be provided on our software and its functionality! 

Role 

• Leverage deep product knowledge and customer service expertise to execute on workflows for different teams and departments
• Efficiently hit SLAs for each task assigned
• Ability to juggle a variety of tasks at one time with competing deadlines
• Drives continuous improvement in the Customer onboarding teams to identify and implement enhancements
• Build strong  relationships with your teammates both locally and globally  to promote  process understanding, technical troubleshooting, and continuous learning  about new product features and updates
• Maintain open communication with the team (both onsite and offsite)  addressing  concerns and suggestions
• Actively pursues new opportunities with an open mind and is comfortable in a high-change environment
• Actively seek and embrace coaching opportunities to enhance individual performance
• Open to learning from peers and teammates both 
• Manage the use of Salesforce.com, Zendesk, JIRA, Asana and all related applications.

Skill Set 

• 3 - 6 years of experience in a professional customer service environment, serving internal customers
• Potential to work in Night Shift / US Shift (06:30 PM - 04:00AM ) 
• Determine, review criticality, and help the customer with meaningful responses. 
• Record issues and solutions to troubleshoot guides. 
• Experience working in goal and task-driven roles and proven record of hitting SLAs
• Strong analytical and problem-solving skills and Excellent verbal and written communication skills
• Proficiency in Google Suite of products
• Must be a quick learner with good analytical skills. 
• Should be a Self-starter with excellent interpersonal skills. 
• Good oral and written communication is 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.