Trainer, Customer

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. Toast is driven to empower the restaurant and retail community to delight their guests, do what they love, and thrive. As part of the Customer Success Operations (CSO) organization, the Customer Training team advances this mission by delivering impactful learning experiences that help customers maximize the value of Toast. A Toast Customer Trainer is a skilled facilitator with a strong foundation in adult learning principles and best practices. They are natural educators and leaders who are people-focused and passionate, bringing advanced knowledge of Toast products and strong hospitality expertise. Ready for a change? In this role, the Customer Trainer delivers engaging live training sessions and on-demand video content for Toast’s small and medium-sized business (SMB) customers, driving product activation, adoption, customer satisfaction, and business outcomes. They collaborate closely with Customer Enablement and broader CSO partners to execute Toast’s training strategy effectively and at scale. As subject matter experts and a critical voice of the customer, Customer Trainers represent Toast with professionalism and credibility in every interaction. A day in the life (Responsibilities) Deliver high-impact live, virtual training sessions at scale for SMB customers that drive product activation, adoption, customer self-sufficiency, and measurable business outcomes. Lead the scripting, basic editing, and delivery of short-form educational videos designed to scale customer education and drive product adoption and measurable impact. Maintain and continuously expand expertise in Toast products, adult learning principles, and facilitation best practices. Achieve quarterly individual objectives while contributing to overall team performance. Drive innovation and continuous improvement in training design and delivery by leveraging learning technologies and AI to enhance individual performance, team efficiency, and overall output. Lead individual and team projects that drive continuous improvement in training design, delivery, and operational effectiveness. Serve as the voice of the customer and subject matter expert, partnering cross-functionally on training design and optimization. Lead the design of training initiatives and manage execution across design and delivery phases as needed. Provide actionable customer and product insights to cross-functional partners to strengthen alignment and improve the overall customer experience. Scope and deliver personalized consultative 1:1 training engagements as needed. Embody Toast’s Values and always represent Toast with the utmost professionalism. What you'll need to thrive (Requirements) 3+ years of experience in training delivery, facilitation, or education. 5+ years of experience in food beverage, hospitality, POS, or a related industry. Strong understanding of adult learning theory and the ability to apply it in designing and delivering effective training experiences. Demonstrated ability to create and sustain engaging, inclusive learning environments. Advanced knowledge of Toast’s product suite, technology platforms, and customer service model preferred, or the ability to quickly develop that expertise. Strong customer empathy with the ability to assess needs and deliver relevant, impactful training. Exceptional verbal, presentation, interpersonal, and written communication skills, with strong technical aptitude and comfort leveraging AI-powered tools. Proven growth mindset with a proactive, solutions-oriented approach and a bias toward action. Self-motivated team player with a strong sense of ownership and drive for results. Strong passion for customer success, learning and development, technology, and hospitality. Proven ability to remain adaptable, resilient, and professi ... (truncated, view full listing at source)