Senior Product Designer, Toast Support Experiences
Toast · Remote · United States · 11h ago
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
About this role
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.
The right ingredients (Requirements)
-
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.
What we'll ask to see
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
About you
You bring the same tenets that drive Toast's Design practice:
- 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.
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
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.
#LI-REMOTE
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
People Are the Secret Ingredient in Our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.
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 candidateaccommodations@toasttab.com.
------
For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.