Senior UX Copywriter- Customer Experience Platform

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) 

As a Senior Copywriter - Customer Experience Platform, you will play a pivotal role in creating and refining the language and tone used across our conversational experiences, with an immediate focus on our AI assistant, support chatbot, and conversational aspects of onboarding. Additionally, you will impact all Toast products by creating materials needed to train ChatGPT to help all teams create consistent high quality copy.

• Content Development: Create and refine conversational scripts, responses, and FAQs for customer support as well as product focused AI systems, ensuring content is engaging, accurate, and user-friendly.
• Training AI: Create content (Tone of Voice, Copywriting Guidelines, Vocabulary, etc.) needed to train ChatGPT to help product teams write consistent high quality copy.
• Collaboration: Work closely with cross-functional teams including AI developers, UX designers, product managers, and customer support to align content with product capabilities and user needs.
• Content Strategy: Develop and implement content strategies that optimize the effectiveness of conversational interactions and other product communications, focusing on user satisfaction and brand consistency.
• Quality Assurance: Review and edit AI-generated content as well as product-related copy for accuracy, tone, and effectiveness, providing feedback and strategies for continuous improvement.
• Research: Stay up-to-date with the latest trends in AI-driven experiences, copywriting, and brand communications, applying best practices to your work.
• Data-Driven Optimization: Analyze user interactions, feedback, and performance data to refine and improve content, ensuring it meets both user needs and business goals.

Do you have the right ingredients*? (Requirements)

• Experience: Demonstrable customer impact creating support, AI, or chatbot conversational experiences. Experience in setting and maintaining brand voice and copywriting guidelines is required.
• Expertise: Deep understanding of conversational AI, natural language processing, and customer support content.
• Writing Skills: Exceptional writing and editing skills with a strong attention to detail and the ability to convey complex ideas clearly and concisely.
• Branding: Proven experience in defining and evolving a brand’s voice across various platforms and products.
• Collaboration: Proven ability to work effectively in a collaborative, cross-functional environment.
• Analytical Skills: Ability to analyze content performance data and make informed decisions to optimize AI interactions and product communications.
• Education: Bachelor’s degree in English, Communications, Marketing, or a related field.

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