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 Conversational AI UX Designer - 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
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
$95,000—$152,000 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.
Similar Jobs at Toast
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
