At a glance
- Workplace
- Remote
- Location
- Remote
About the 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.
- You'll partner closely with product, engineering, and our customer service leadership to define how support works at Toast.
Responsibilities
- Define how restaurants get help across multiple touchpoints including AI-powered chat, voice interactions, human agents, and self-service account management
- Design the connective tissue between surfaces, ensuring a cohesive conversation, account context, and support journey
- Own the interaction language across multiple product surfaces
- Partner closely with product, engineering, and customer service leadership to define how support works at Toast
- Conduct user research, usability testing, and pull insights from support metrics and customer feedback
Requirements
- Shipped conversational interfaces (chat, messaging, or voice) that users trusted and came back to
- Design cohesive experiences across multiple surfaces (web, mobile, voice) and interaction modes (chat, IVR, agent tooling)
- Experience designing with and around external tools and adapting purchased solutions
- Understand conversational flow, context threading, and utterance patterns for voice interactions, including IVR trees, prompts, and escalation logic
- Strong visual design skills demonstrated through a real portfolio to prototype interactions, spec components, and push Figma work
- Build conviction within product, engineering, and go-to-market teams to make a case for design decisions
- Design with data by conducting user research, usability testing, and pulling insights from support metrics and customer feedback
- Familiarity with AI design tooling such as Claude, V0, Replit, and similar tools
Benefits
- Competitive compensation and benefits programs
- Cash compensation including overtime, bonus/commissions if eligible
- Equity
Workplace
- Remote; USA
- Hybrid work model that fosters in-person collaboration while valuing individual needs
Skills
- Figma
- Claude
- V0
- Replit
