Senior Product Designer, Toast
Toast Support Experiences
$125-254k
Salary dependent on candidates location
Point of sale and management system for restaurants
Posted today
Point of sale and management system for restaurants
1001+ employees
Posted today
$125-254k
Salary dependent on candidates location
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- Founder's mentality: You own outcomes, not just outputs. You care deeply about whether your designs actually work for support agents and restaurant operators
- You lift others up: You make the designers around you better through example, feedback, and generosity with your process
- You drive action through influence: You build trusted relationships across product, engineering, and customer service teams. You can shift a room's perspective without authority
- You build strong perspectives: You make decisions quickly and collaboratively, informed by both data and intuition. You know when to push back
- You raise the bar: You're constantly learning—new interaction patterns, new AI capabilities, new tooling. You bring that learning into your work and share it with your team
- Case studies showing:
- A conversational or voice experience you designed from scratch or significantly reshaped (not just designed UI for a given flow)
- How you navigated complexity across multiple surfaces or interaction modes (web + mobile + voice, or chat + voice + human handoff)
- Evidence of influence: how other teams or designers adopted or built on your approach
- Research or testing that informed a key design decision
- Work that felt cohesive despite being built across tools or platforms
What the job involves
- As a Senior Product Designer for Toast Support Experiences, you will define how restaurants get help across multiple touchpoints: AI-powered chat, voice interactions, human agents, and self-service account management. You'll design the connective tissue between these surfaces, ensuring that a customer's conversation, account context, and support journey feel cohesive, whether they're chatting with Toast IQ, checking their subscription, or being handed off to a support agent
- This role requires thinking in systems. You'll own the interaction language across multiple product surfaces while maintaining a sharp focus: making support effortless for restaurant operators, and making it efficient for the support teams who serve them
- You'll partner closely with product, engineering, and our customer service leadership to define how support works at Toast
- Conversational & voice UX fluency: Shipped conversational interfaces (chat, messaging, or voice) that users trusted and came back to. You understand the mechanics of turn-taking, intent clarification, handoff moments, and when to escalate
- Hands-on systems thinking: Design cohesive experiences across multiple surfaces (web, mobile, voice) and interaction modes (chat, IVR, agent tooling). You see how one flow connects to another and design for the seams, especially handoffs between AI and human support
- Pragmatic third-party integration: Experience designing with and around external tools. You can adapt purchased solutions to feel like part of Toast without forcing a square peg into a round hole
- Voice AI UX design: Understand conversational flow, context threading, and utterance patterns for voice interactions. You design voice UX (not just visual UI), thinking through IVR trees, prompts, and escalation logic. Deep familiarity with how people actually talk to voice systems
- UI/UX rigor: Strong visual design skills demonstrated through a real portfolio. You can prototype interactions, spec components, and push Figma work that sets a high bar. Your work is both functional and thoughtfully crafted
- Cross-functional influence: You build conviction within product, engineering, and go-to-market teams. You can make a case for design decisions and get teams aligned behind them
- Research-driven approach: You design with data by conducting user research, usability testing, and pull insights from support metrics and customer feedback. You know when to prototype before committing to direction
- Familiarity with AI design tooling: You're comfortable working with Claude, V0, Replit, and similar tools
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes and puts an end to piles of paperwork by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based, customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as a comprehensive solution for restaurants of any size, saving restaurateurs from having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion, and since then, it has added more features to its product suite, including wholesale and catering order tools. Toast has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(Co-Founder & CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(Co-Founder & CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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