Location: Must be located in Massachusetts - this is a Hybrid role. Our office location is 333 Summer Street, Boston MA
Are you bready* to build for success?
As a Senior 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 skill set. Our team is passionate about using data to better understand the customer experience and bringing insights to action. This includes analyzing contact 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 Care Operational Excellence team to inform and prioritize roadmaps as well as our Workforce Management and Agent 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.
The ideal candidate has a track record of delivering results in a fast-paced environment, excellent business judgment and is comfortable with owning work end-to-end. They should have a demonstrated ability to break down complex problems, deliver recommendations, and have a critical eye for detail.
About this roll*:
- Proactively identifies insights using a strong business acumen and understanding of our stakeholders’ priorities
- Leads analysis efforts as data subject matter expert for new processes and tooling
- Uses a business-case mindset to understand ROI of proposed recommendations, key assumptions, and activities needed for success
- Communicates clearly, knowledgeably, and transparently with project stakeholders to build trusted relationships and enhance business outcomes.
- Coordinates efforts between the Data Infrastructure and Operations teams to obtain new data sources and understand their value
- Looks for opportunities to both optimize and automate analyses and develop dashboards for more efficient identification of insights
- Demonstrates strong technical skills when connecting data sources, extracting data, and performing analysis
Do you have the right ingredients*?
- 4-6 years of experience in analytical roles.
- Strong SQL skills and familiarity with building interactive dashboards in tools such as Looker or Tableau.
- Experience analyzing large data sets and distilling to actionable insights.
- Ability to flex between projects that balance speed to and depth of insight.
- Strong data visualization skills - including ability to build quickly and accurately across different tools.
- Data driven, customer centric, always curious, asking questions and anticipating challenges.
- Demonstrated ability to apply business acumen to technical analytic approaches and outputs.
Special Sauce* (Nice to Haves)
- Experience with analytics in a customer-focused field: customer experience, customer service, marketing, product and business operations.
- Bachelor's Degree.
- Experience with data platforms, extraction and automation.
- Experience participating in recurring business reviews with leadership teams.
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
#LI-DNI
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
$99,000—$158,000 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].
Toast Boston, Massachusetts, USA Office
Toast’s headquarters is located in the heart of the Seaport District. Toasters are surrounded by art, culture, and delicious cuisine in one of the most bustling neighborhoods in Boston.
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