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.

As a Care Trainer, you’ll organize and lead the facilitation of our new hire, enablement, and upskilling programs for Care agents and managers both internal or from our Business Process Outsourcing (BPO) partners around the globe. You will also assist with the ongoing success of observational, learning delivery, and Train-the-Trainer/Mentor needs. Your training delivery will provide a welcoming, memorable, and impactful introduction to Toast by setting new hires up for success to hit the ground running in their new roles. Delivery of additional enablement programs will position you to expand Care knowledge, establish clear expectations, and grow Toast employees to continue their success. This position will work closely with Care Enablement, Field Operations Leadership, and Care business leaders to ensure our Care agents and managers (internal & BPO) have the knowledge, confidence, and skills to provide an exceptional experience for all our customers during their journey at Toast. 

About this roll* (Responsibilities) 

• Facilitate virtual/remote and in-person new hire, upskill, everboarding, and process/product change enablement sessions for our Care & BPO teams across multiple campaigns and channels  
• Partner with Enablement Program Managers to coordinate all aspects of new hire and ongoing enablement initiatives, including content updates, scheduling, transition to their in-line managers, evaluations, and more  
• Create and execute training agendas, learning activities, and material in a fast-paced, ever-changing environment, often with minimal support 
• Provide observational, learning delivery, and Train-the-Trainer/Mentor needs to support programmatic needs
• Evaluate and assess training effectiveness through designated evaluation models and provide input to enhance and improve the learning experience 
• Support the creation and updating of a variety of enablement resources and projects to ensure learners have easy access to relevant, effective, and up-to-date learning experiences 
• As needed, travel to national and international destinations to provide in-person support to our Care Toasters around the globe
• Collaborate cross-functionally to ensure desired results are met across all areas of focus
• Problem-solve for technology, learner, and environment needs, often with minimal support and in new environments  
• Support ad hoc enablement projects as needed

Do you have the right ingredients*? (Requirements)

• 3-5 years of direct classroom training/facilitation experience as part of a learning delivery team, delivering a variety of effective learning solutions in a fast-paced, ever-changing tech environment
• Ability & willingness to travel independently to national & international locations - and open to the possibility of frequent travel for more than a month at a time with limited time ‘home’ between trips while working varying shifts and schedules during training delivery 
• Exceptional facilitation and classroom management skills, with a history of success driving measurable results by delivering modern, innovative, and interactive learning solutions in both virtual and in-person settings
• Skilled at navigating ambiguity in an autonomous setting while representing Toast,  cultivating relationships, and creating meaningful learner experiences   
• Ability to manage and prioritize multiple projects, deliverables, and competing priorities with a proven record of success with limited managerial oversight
• Broad subject matter expertise in learning design methodologies, adult-learning best practices, and common learning tools (i.e. Zoom, Articulate, LMS, engagement tools)
• Proven ability to analyze learning opportunities, recommend and gain buy-in on the right solutions for complicated business needs, and follow through to completion
• Strong verbal and written skills with a balance of detail-oriented execution and big-picture thinking to be leveraged with cross-functional teams  
• Exceptional interpersonal skills: Ability to build and maintain strong relationships and communicate effectively while under pressure and accommodating cultural differences - balancing confidence, humility, and diplomacy
• Passionate about the learner experience and how to make it better (always looking for ways to improve skills and learn new things), with a bias to action

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

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).

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.