Care Enablement Associate

Care Enablement Associate

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: creating 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. 

A Toast Associate Trainer is a passionate, customer-focused professional with a proficient knowledge of Toast’s product suite and a love for hospitality. The Associate Trainer’s primary function is to provide best-in-class training to Customer Care agents. You will work closely with stakeholders across the Customer Care, Enablement, and CS Training teams to drive our Customer Care agents' consistent, high-quality performance to ensure we deliver a best-in-class customer experience. In this role, you will design and deliver programs that measure, monitor, and improve performance across technical topics and soft skills, including empathy, good judgment, and a consultative, additive approach to all customer care interactions. 
Location: Chennai or (willing to relocate)
Work Mode: Hybrid
Experience: 2-4
Education: Any Bachelors Degree

About this roll* (Responsibilities) 

• Facilitate generalist onboarding training both in a classroom environment and remotely if necessary.
• Action enablement requests from managers and create or gather existing material to carry out these requests.
• Take ownership, work independently, and use initiative to drive results. 
• Build and deliver training content that will uplevel the skills of our customer-facing Care agents - sourcing and proliferating great examples that will set a standard of excellence and drive measurable performance improvement and customer outcomes [increased FCR, reduced AHT, improved CSAT, etc.] and process/product change.
• Act as a subject matter expert on training programs, technical Toast topics, and best practices 
• Partner with cross-functional teams to ensure the care new hire onboarding program reflects the latest updates and that is incorporated into ramp plans and learning paths 
• Work with your manager to closely track agent performance and customer sentiment data to identify training opportunities across all teams, locations, cohorts, levels, etc
• Align with Care leadership to understand business priorities to develop a strategic new hire enablement program for Care agents through the first 90 days in the role.
• Own new hire nesting, permissions, shadowing Care Agents to identify performance gaps, provide coaching, and optimize/inform training plan
• Partner with Enablement Program Managers to coordinate all aspects of new hire and ongoing enablement initiatives, including content updates, scheduling, manager transitions, evaluations, and more  
• Evaluate and assess training effectiveness through designated evaluation models
• Support ad hoc enablement projects as needed, such as maintaining up-to-date KB articles
• Collaborate cross-functionally with stakeholders to ensure desired results are met across all areas of focus
• Act as a point of escalation for customers in need during the out-of-hours shift 
• Embody Toast’s Values and always represent Toast with the utmost professionalism

Do you have the right ingredients*? (Requirements)

• 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. You love standards and training - when things are clear and people “get it,” you are happy
• Deep understanding of the Toast Product suite and the day-to-day workflows of CS/ Customer Care. Proficiency in Toast’s complete product line,  technology areas, and methodologies, or a willingness to learn
• Great draw. Your team and stakeholders love working with you
• Excellent communication, presentation, interpersonal,l and writing skills
• Passionate about technology and hospitality  
• Highly motivated, innovative, positive, passionate, team player, facilitator
• Ability to self-manage & self-prioritize multiple complex tasks at once 
• Adaptability, a strong work ethic, and professionalism during challenging situations
• Able to thrive in an environment of learning and interacting with high-capability, high-energy people
• Ability & willingness to  travel in support of  in-person trainings as needed
• 2+ years of training/facilitation experience, delivering effective learning solutions in a fast-paced, ever-changing environment, is desirable but not essential.