Trainer, Customer Success

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Bready* to make a change?

As a Customer Success Trainer, you’ll organize and lead the facilitation of our new hire, enablement, and upskilling programs for Care agents and managers both internal or from our Business Process Outsourcing (BPO) partners around the globe. You will also assist with the ongoing success of observational, learning delivery, and Train-the-Trainer/Mentor needs. Your training delivery will provide a welcoming, memorable, and impactful introduction to Toast by setting new hires up for success to hit the ground running in their new roles. Delivery of additional enablement programs will position you to expand knowledge, establish clear expectations, and grow Toast employees to continue their success. This position will work closely with Care Enablement, Field Operations Leadership, and Care business leaders to ensure our Care agents and managers (internal & BPO) have the knowledge, confidence, and skills to provide an exceptional experience for all of our customers during their journey at Toast. 

About this roll*: 

• Facilitate virtual/remote and in-person new hire, upskill, everboarding, and process/product change enablement sessions 
• As needed, travel to national and international destinations to provide in-person support to our Care Toasters around the globe
• Partner with Enablement Program Managers to coordinate all aspects of new hire and ongoing enablement initiatives including content updates, scheduling, transition to their in-line managers, evaluations, and more  
• Create and execute training agendas, learning activities, and material in a fast-paced, ever-changing environment, often with minimal support 
• Provide observational, learning delivery, and Train-the-Trainer/Mentor needs to support programmatic needs 
• Evaluate and assess training effectiveness through designated evaluation models and provide input to enhance and improve the learning experience 
• Create and update enablement resources to ensure teams have easy access to relevant, effective, and up-to-date learning
• Collaborate cross-functionally with stakeholders to ensure desired results are met across all areas of focus
• Support ad hoc enablement projects as needed

Do you have the right ingredients*? 

• 3-5 years of training/facilitation experience, delivering effective learning solutions in a fast-paced, ever-changing environment
• Ability & willingness to travel to national & international locations based on business needs - and open to the possibility of frequent travel for more than a month at a time with limited time ‘home’ between trips while working varying shifts and schedules during training delivery 
• Exceptional facilitation skills, with a history of success driving measurable results from delivering modern, innovative, and interactive learning solutions in both virtual and in-person settings
• Skilled at navigating ambiguity in an autonomous setting while representing Toast,  cultivating relationships, and creating meaningful learner experiences   
• Ability to manage and prioritize multiple projects, deliverables, and competing priorities with a proven record of success
• Broad subject matter expertise in learning design methodologies, adult-learning best practices, and common learning tools (i.e. Zoom, Articulate, LMS, engagement tools)
• Proven ability to analyze learning opportunities, recommend and gain buy-in on the right solutions for complicated business needs, and follow through to completion
• Strong verbal and written skills with a balance of detail-oriented execution and big picture thinking 
• Exceptional interpersonal skills: Ability to build and maintain strong relationships and communicate effectively while under pressure and accommodating cultural differences - balancing confidence, humility and diplomacy
• Passionate about the learner experience and how to make it better (always looking for ways to improve skills and learn new things), with a bias to action

Working Timings: 2:00 PM - 11:00 PM IST, subject to shift due to business and training needs 

*Bread puns encouraged but not required