Go-to-Market Coordinator, Chat Support

📋 Description

• • Join Toast, a leading restaurant technology company, as a Go-to-Market Coordinator for Chat Support, and play a pivotal role in empowering restaurants to thrive. In today's dynamic restaurant landscape, Toast is more committed than ever to providing innovative technology, essential resources, and a supportive community to help businesses navigate challenges and achieve their goals. Our mission is to build the ultimate restaurant platform that enables establishments to adapt, gain control, and focus on what they do best – building the businesses they love. Because our technology is purpose-built by restaurant professionals for the unique needs of the industry, our customers can trust that we deliver solutions for today while continuously investing in the future of their operations.
• • As a Chat Support Coordinator within our Go-to-Market team, you will be instrumental in guiding our customers through the setup and navigation of our digital and online platforms. This role directly influences the number of restaurant locations that successfully go live on Toast and the speed at which they achieve this critical milestone. You will be one of the very first points of contact in a customer's journey with Toast, setting the stage for their success. Operating in a fast-paced, virtual environment, you will engage with customers across the United States via chat, providing prompt, efficient, and helpful support.
• • Your primary responsibility will be to ensure customers receive the assistance they need to get their accounts live on Toast, embodying our customer-first philosophy. This involves understanding their current product landscape, identifying their needs, and seamlessly connecting them with the appropriate Onboarding resources. You will be a crucial link in the customer's transition to Toast, ensuring a smooth and positive initial experience.
• • Success in this role is measured by your ability to meet key performance indicators, including chat response rates, volume of inquiries handled, and overall completion metrics. You will leverage essential tools such as Intercom for communication and inquiry resolution, and Salesforce CRM to effectively manage sales and customer activities. This requires a keen understanding of our product offerings and the ability to articulate solutions clearly and concisely.
• • A significant aspect of your role will involve proactive collaboration with various cross-functional teams. By working closely with colleagues in Sales, Onboarding, and Customer Success, you will ensure that all customer needs are comprehensively met. This collaborative spirit is vital, as we operate as a small but mighty team where collective effort drives greater success. Your ability to communicate effectively internally and externally will be key to resolving complex issues and enhancing the customer experience.
• • You will be empowered with AI tools to enhance your productivity and efficiency. Toast believes in the power of learning and building with AI, providing these tools across all departments to enable faster, more independent, and higher-quality work. Embracing these advancements is a core part of our culture, and individuals who thrive here are those who readily adopt changes that allow us to build more for our customers.
• • This role offers a unique opportunity to contribute to a rapidly growing team. The Online Growth Sales team is relatively new, presenting numerous opportunities for you to experiment, innovate, and actively shape our existing processes. If you possess an entrepreneurial spirit and a desire to make a tangible impact, this is the perfect environment for you.
• • We are looking for individuals who are self-driven, possess excellent written and verbal communication skills, and have a strong attention to detail. The ability to thrive in a fast-paced environment, coupled with a genuine customer-first mentality, is essential for success in this role. Your motivation and dedication will be key in helping us achieve our ambitious goals and deliver exceptional support to our growing customer base.
• • Ultimately, you will be a vital ambassador for Toast, ensuring that every customer interaction is positive, productive, and contributes to their long-term success on our platform. Your efforts will directly impact customer satisfaction, retention, and the overall growth of Toast within the restaurant industry.