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ToastPosted Oct 27, 2026
Staff Software Engineer, Orders
Boston, Massachusetts, USAfull timeOn Sitesenior$212k–$339kH1B: yes
Toast Staff Software Engineer at Toast leads the design and continuous improvement of customer support operations, integrating AI across chat, voice, and agent-assist workflows. Owns workforce planning, quality measurement, and voice-of-customer programs.
Responsibilities
- Own end-to-end design of Support operating model including org structure and staffing
- Build and run operating cadence for performance and continuous improvement
- Segment design for SMB, Mid-Market, and Enterprise customers
- Own AI-enabled support roadmap from business case through implementation
- Partner with Product and Engineering on support tools and systems
- Evaluate and manage vendor and technology stack
- Define and measure support operations metrics
- Build quality assurance program for consistency
Qualification
DirectA genuine doerBachelor's degree requiredAt ToastOur Total Rewards Philosophy
Required
- 12+ years of experience in Customer Support/Service, Customer Experience, or Support Operations, including significant leadership experience at the Director level or above.
- Track record building and scaling support organizations inside large, high-growth technology companies, ideally B2B/B2B2C, that went through significant scale (multiple X revenue/customer growth) rather than steady-state maintenance.
- Direct, hands-on experience implementing AI in a support organization (virtual agent/chatbot, voice AI, agent-assist, automation), able to speak to what was built, how it was measured, and what it actually did to cost and experience.
- Experience supporting multiple customer segments (SMB through Enterprise) with differentiated service models, SLAs, and channels.
Benefits
- Equity/RSU
- Flexible Work
Company
Toast
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