Customer Care Analyst Jobs

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 Care Analyst you will support the Care organization in getting behind the “Why” and the “How” of our customer interactions using a business-focused analytical skillset. Our team is passionate about using data to better understand the customer experience and bring insights to action. This includes analyzing call drivers and customer intents as well as our internal processes and policies for handling customers’ needs and pain points. In this role, you will work in close partnership with our Product, Engineering, and Design teams to inform and prioritize roadmaps as well as with our Product Analytics, Business Intelligence, and Strategic Finance teams to coordinate our use of data for driving action.

Success for our team is to be able to drive change through creative, data-driven thinking, influential storytelling, and a customer-centric mindset.

About this roll* (Responsibilities)

• Proactively identifies insights and analyses using a strong business acumen and understanding of our stakeholders’ priorities
• Establishes and executes measurement plan for experiments and pilots, determining success and informing next steps
• Coordinates between Data Engineering, Business Intelligence, R&D, and Operations team to obtain and understand value of new data sources
• Uses a business-case mindset to understand ROI of proposed recommendations, key assumptions and activities needed for success
• Develops and maintains prioritization framework for sizing the opportunities from the insights identified by this team
• Focuses on understanding the customer experience and product related pain points that cause customers to contact customer support
• Uses analytical skills to understand patterns in customer behavior based on product usage, lifecycle, restaurant type
• Works with Product teams to size customer pain points and estimate impact from improvements
• Designs, runs, and optimizes regular reporting to be shared with senior leadership and inform understanding of customer experience

Do you have the right ingredients*? (Requirements)

• Data driven, customer centric, always curious, asking questions and anticipating challenges
• Experience with data platforms, data extraction, automation, and data visualization
• Bachelor's Degree preferred
• Experience analyzing large data sets, distilling to actionable insights
• Experience in Voice of the Customer analysis (including CSAT, NPS), text and voice analytics
• 3+ years of experience in analytical roles
• Experience with analytics in a customer-focused field: customer experience, customer service, marketing, product
• Strong Excel skills and SQL experience required, familiarity with tools like Looker/ Tableau and Python/ R

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

$81,000—$130,000 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 [email protected].