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 Customer Success Trainer, you’ll organize and lead the facilitation of our new hire and upskilling programs for Toasters joining the Customer Care organization, and employees joining our Business Process Outsourcing (BPO) partners around the globe. You will also assist with the ongoing observational, learning delivery, and Train-the-Trainer/Mentor needs. You 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. This position will work closely with Care Enablement to ensure our Care & BPO teams have the knowledge, confidence, and skills to provide an exceptional experience for our customers during their journey at Toast.

About this roll* (Responsibilities) 

• Facilitate virtual/remote and in-person new hire, upskill, and process/product change enablement sessions for our Care & BPO teams across multiple campaigns  
• 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 
• Evaluate and assess training effectiveness through designated evaluation models
• 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 
• 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  

 

Do you have the right ingredients*? (Requirements)

• 3+ 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), equity, and benefits.Pay Range$78,000—$125,000 USD

 

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 candidateaccommodations@toasttab.com.