Toast Customer Education Co-op
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.
The Toast Customer Education team is hiring 2 co-ops for the Fall 2023 cycle. One will join the Toast Education: Knowledge team. The other will join the Toast Education: Operations team. Both co-ops will take place from July-December.
Toast Education: Knowledge co-op
The Toast Education: Knowledge team is on a mission to build a knowledge base that provides useful, accurate, and quick answers for our customers and Toasters in the moment of need. You will champion initiatives aimed at improving the knowledge base and creating scalable processes for maintenance and quality. You will write, edit, and standardize articles, and assist with in-product education creation. You will also learn how to drive projects from concept to completion, working with multiple stakeholders. This role will provide a great chance to learn and contribute to all things knowledge, which is a critical component to success for our customers and Toasters.
About this roll* (Responsibilities)
- Create, edit, and update knowledge articles and in-product education assets based on feedback and prescribed standards.
- Participate in our internal KCS (knowledge centered service) program through slack monitoring, driving engagement, and championing the strategy.
- Monitor and report out on KCS performance, contributing to work to ensure goals are met.
- Implement a scalable process to ensure high quality and style guide adherence on all knowledge creation.
- Improve our knowledge tagging system, including auditing and updating tagging across multiple asset locations and creating a maintenance strategy.
- Engage with key participants/stakeholders to ensure all assets produced are accurate, effective, readable, and useful.
Do you have the right ingredients*? (Requirements)
- Strong written and verbal communication skills, with the ability to clearly convey complex information into a digestible format through writing and verbal presentation.
- Attention to detail and accuracy in documentation with respect to grammar and business writing.
- Able to prioritize multiple tasks and deadlines in a fast-paced environment with little oversight.
- Proactive self-starter with a problem-solving mindset.
- Desire to connect with, collaborate, and learn from others.
- Availability to work full time for the duration of the co-op experience.
- Experience in technical writing, content writing, or knowledge management is a plus.
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Toast Education: Operations co-op
The Toast Education: Operations team strives to enable our customers, partners, and employees to thrive and empower the Toast community through engaging impactful learning experiences. In this role, you will support the Toast Education team in owning projects related to our operations and translation programs. You will learn how to drive projects from concept to completion, work with a wide array of cross-functional teams within the company, and gain experience with cutting-edge platforms and tools while playing a critical role in ensuring our teams and customers are set up for success.
About this roll*: (Responsibilities)
- Own the translation journey for customer education content from intake to deliverables completion.
- Meet with cross-functional teams on translation needs and help prioritize asks.
- Manage translation dashboards and metrics to be able to show the impact of translated resources on the customer experience.
- Develop a regular cadence for communicating translation roadmap and program milestones to cross-functional stakeholders.
- Partner with management to develop the translation strategy for the next 1-2 years.
- Collaborate with Toast Education teammates in streamlining and documenting tool ownership.
- Own system administrative responsibilities for our department’s tools while assisting with tech stack maintenance.
- Manage and execute deadlines for multiple deliverables. Remain flexible as priorities shift and communicate status updates and blockers as needed.
Do you have the right ingredients*? (Requirements)
- Strong communication and writing skills
- Basic knowledge or proficiency in either Spanish or Chinese
- Self-motivated with a problem-solving mindset
- Desire to connect with and learn from others
- Familiarity with restaurant operations and workflows. Previous experience working in a restaurant environment is a plus but is not required
- Availability to work full-time for the duration of the co-op experience
*Bread puns encouraged but not required
#LI-REMOTE
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.
