- Location
- Remote, US · Boston, Massachusetts, USA
- Workplace
- Remote
- Department
- IT
- Seniority
- Senior
Description
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.
The Care Automation team builds the systems and intelligent workflows that power how Toast supports its community. Our work connects the platforms, integrations, and automation tools that our Customer Care Agents rely on every day to resolve issues seamlessly and deliver a world-class customer experience.
We are looking for a Senior Business Systems Analyst to serve as the critical link between care operations and engineering. As the system authority for your domain, you’ll collaborate closely with software engineers and Salesforce developers to translate complex, high-volume support processes into rock-solid requirements engineering teams can build against with confidence.
A day in the life (Responsibilities)
- Partner with Product Managers to design scalable customer care processes. Map end-to-end workflows and edge cases to ensure technical systems directly drive operational goals.
- Translate high-level product intent into crisp functional and technical specifications, ensuring engineering teams have the depth and clarity needed to build immediately.
- Drive product QA and lead User Acceptance Testing (UAT) with customer care teams. Serve as the primary point of contact for domain quality and issue resolution.
- Leverage data to quantify operational friction and measure impact. Build dashboards, monitor performance metrics, and conduct root-cause analyses to prove outcomes.
- Manage cross-functional project dependencies, navigate trade-offs between scope, quality, and priority, and turn post-launch insights into actionable next steps.
- Proactively spot system bottlenecks and surface high-impact opportunities to optimize product performance and agent experience.
What you'll need to thrive (Requirements)
- 5+ years as a Business Systems Analyst (or similar role) delivering complex, enterprise-grade technical solutions.
- Demonstrated ability to take vague, complex business challenges and turn them into clear, testable technical specifications.
- Hands-on experience architecting integrations across enterprise systems, with strong technical intuition for how configuration and data flows perform at scale.
- Proficiency in SQL and a strong track record of building actionable dashboards, reporting tools, and process documentation.
- Deep familiarity with Agile/SDLC methodologies and a solid understanding of customer care operations.
- Bachelor’s degree in a related technical/business field, or equivalent practical experience.
What will help you stand out (Nonessential Skills/Nice to Haves)
- Experience supporting high-volume customer care, contact centers, or case management workflows.
- Hands-on experience with Salesforce, specifically Service Cloud.
- Familiarity with enterprise contact center platforms.
- Exposure to AI or LLM-based systems in production, including testing, monitoring, and evaluation frameworks.
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.
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. 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
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
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 restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
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 [email protected].
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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.
