Principal Product Designer- Customer Support Ecosystem

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.

About this roll* (Responsibilities) 

Toast Inc. is seeking a Principal Product Designer (UX/UI) to lead the design strategy and execution for our customer support ecosystem, including customer-facing websites and desktop and mobile experiences. These platforms are key to providing our customers with seamless access to support channels such as live chat and phone, as well as self-service tools for troubleshooting hardware, checking system and ticket status, and accessing our expansive knowledge base.

As the Principal Designer, you will play a critical role in shaping how Toast supports its customers, ensuring our solutions are intuitive, visually appealing, and highly functional. Your work will directly impact our customers’ ability to find solutions quickly, feel supported, and stay focused on running their businesses.

This is a highly visible and hands-on leadership role where you will collaborate with cross-functional teams and work directly with conversational and service designers to create experiences that reflect Toast’s commitment to excellent customer service and innovation in the restaurant technology space.

The right ingredients* (Requirements)

• Leadership: Proven ability to lead high-impact design initiatives at a principal level.
• Focus: Lead the end-to-end design process for the customer support ecosystem, including web and native mobile platforms, to create intuitive, integrated user experiences for features such as live chat, phone support, self-service tools, and knowledge resources.
• User-Centered Design: Deep understanding of user-centered design principles, usability, and accessibility standards.
• Pro-research: Proven ability and desire to conduct and coordinate user research and usability testing to inform design decisions.
• Tools: Proficiency in design tools like Figma, Miro, and other collaborative design platforms.
• Collaboration: Strong communication skills and ability to work effectively in cross-functional teams, including product managers, engineers, and other stakeholders to define design requirements and align on goals.

Mentorship: Drive strategic design initiatives and mentor junior designers, promoting best practices and fostering a culture of innovation

Special Sauce* (Nonessential Skills/Nice to Haves)

• Restaurant Passion: First hand experience and enthusiasm for the restaurant industry and designing impactful solutions for its unique challenges is something we value highly
• Past Experiences: Experience and passion for designing for customer support (chat bots, agent tooling, phone IVRs etc) is a plus.
• AI-first: As a design team, we’re forward thinking. We bring an AI-first mentality as we design innovative experiences for our customers. Prior experience with this transformational technology is a huge plus.

Hybrid-work: Success in this role will likely require the ability to be close to our product, engineering and Care leaders who are in Boston.

About You

You are a dynamic leader with proven impact in previous roles who is ready and willing to take on new challenges! You’re excited to join the remotely distributed group of product designers, user researchers, design ops leaders, and product managers that compose the Toast Design team. You embody the tenets that drive Toast’s Design practice: 

1. You have a founder’s mentality: and exhibit ownership of outcomes over outputs. You own the quality and outcomes associated with full end to end experiences.
2. You lift others up: and recognize you don’t have to be a manager to engage and exhibit true leadership. You find formal ways to utilize your personal skill set to uplevel those around you.
3. You drive action through influence: and appreciate that building trusting and productive relationships with those around you is integral to driving action. You build strong relationships to enact influence throughout the entirety of the area of the business you work within.
4. You build strong perspectives: and guide yourself and your teams to make good decisions quickly and often. You collaboratively make well informed decisions with large scale impact across the area of the business you work within.
5. You raise the bar: and commit to continually improving the technical skills relevant to your role. You find large scale, creative methods to continually build your skill set.

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