Toast

Community Manager, Consumer

Toast • $83K — $133K *
Boston, MA 02115In-Person
Consumer Technology
Less than 5 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 3+ years of experience in community management or organic social roles, preferably for B2C brands.
  • Exceptional writing skills that are relatable and engaging, avoiding corporate jargon.
  • Proven track record of building an organic social presence from the ground up.
  • Strong understanding of online culture, especially within hospitality and food.
  • Experience moderating communities and managing engagement effectively, with good judgment.
  • Self-starter adept at navigating ambiguity in evolving roles.
  • Ability to collaborate across various departments while owning social strategy.
  • Data-driven mindset with the ability to make decisions informed by community feedback and performance data.

Responsibilities

  • Establish and grow Toast's organic social presence across key platforms.
  • Create and publish engaging content that highlights local restaurants.
  • Develop guidelines for community interactions on different platforms.
  • Engage with the community through comments and direct messages.
  • Moderate online interactions to ensure a positive, safe environment.
  • Monitor community sentiment and provide feedback to relevant teams.
  • Amplify user-generated content and collaborate with creators to share authentic stories.

Benefits

  • Comprehensive benefits package promoting health and wellness.
  • Flexible work options to accommodate changing needs.
  • A culture focused on learning and utilizing AI tools for efficiency.
  • Competitive compensation including equity and performance bonuses.
  • Supportive work environment that values collaboration across teams.
Full Job Description
About this roll* (Responsibilities)
Build & Grow the Consumer Social Presence
  • Establish and grow Toast's organic consumer presence across the platforms where diners congregate-Instagram, TikTok, and other emerging channels-as a voice distinct from Toast's B2B brand.
  • Own the day-to-day: plan, create, and publish social-first content that celebrates local restaurants and drives awareness, engagement, and repeat usage of Toast Local.
  • Develop a per-platform playbook for how the consumer brand shows up-when to post, when to reply, when to stay silent-and grow followers into an active, engaged community.
  • Balance speed with craft, knowing when polished and when raw-and-real is the right creative choice for the platform and the moment.
Engage, Moderate & Maintain the Community
  • Actively engage the community-responding to comments, DMs, mentions, and conversations in a way that feels human, warm, and on-brand.
  • Own moderation and community health: enforce community guidelines, manage comment and message threads, and escalate issues appropriately to keep the space safe, positive, and welcoming.
  • Monitor sentiment and surface what the community is saying-celebrating what's working and flagging risks or issues early.
  • Show up consistently and reliably so the community always has a real presence to interact with.
Champion the Consumer Voice
  • Define and protect a consumer brand voice that is separate from Toast's restaurant-facing B2B brand, tuned to everyday diners rather than operators.
  • Partner closely with Brand, B2B Social, Comms, and Product Marketing to keep the two brands coordinated and complementary-consistent where it counts, distinct where it matters.
  • Serve as a cultural barometer for the consumer brand, identifying moments, behaviors, and trends worth participating in-and knowing what not to do.
Grow the Community Through Content & Creators
  • Source and amplify user-generated content from guests and restaurants, and help build tight relationships with creators in partnership with existing influencer teams.
  • Turn real guest and operator stories into authentic, shareable content that reflects the pride, humor, and rituals of dining out and hospitality.
  • Share out relevant data and trends on consumer interest topics to establish Toast Local as a thought leader in this space.
  • Test, iterate, and scale content formats and community tactics that grow the audience without losing authenticity.
Measure & Learn
  • Define, monitor, and report on the metrics that matter-follower and community growth, engagement quality, sentiment, share of voice, and referral traffic to Toast Local-rather than vanity metrics.
  • Share insights and learnings with Consumer Growth, Brand, and Product partners to inform strategy, content, and product decisions.
  • Use performance signals to continuously refine voice, formats, and channel mix.
Do you have the right ingredients*? (Requirements)
  • 3+ years of experience in community management, organic social, or social content roles-ideally for a consumer-facing (B2C) brand or app.
  • You write in a voice that feels human (not corporate) and earns engagement, and you move naturally across Instagram, TikTok, and emerging platforms.
  • Hands-on experience building and growing an organic social presence from the ground up-not just managing a calendar.
  • Strong instincts for internet and hospitality culture; you can explain why something resonates, not just that it's trending.
  • Experience moderating online communities and managing engagement at scale, with sound judgment on tone, escalation, and community safety.
  • A self-starter comfortable operating in ambiguity and helping shape a function that is still evolving.
  • Strong collaboration skills, with the ability to coordinate across brand, marketing, and product partners while owning your own lane.
  • A data-informed approach to prioritization-able to translate community and performance signals into clear decisions.
  • Passion for the consumer experience and for helping local restaurants grow by connecting them with guests.
Special Sauce* (Nice to Haves)
  • Experience growing the consumer brand or community for a marketplace, mobile app, or local/hospitality business.
  • Familiarity with community and social management tools and analytics platforms.
  • Hands-on content creation skills-short-form video, photography, or editing.
  • Experience working alongside a distinct B2B brand, or managing multiple brand voices in parallel.
  • Experience in startups and/or companies experiencing hypergrowth.
  • Background in food media, hospitality, or creator-led brands.

About Toast

Toast is a cloud-based restaurant software company that provides restaurants with a management and point of sale system. The company was founded in 2011 by Aman Narang, Steve Fredette, and Jonathan Grimm. Toast's platform allows restaurants to manage orders, payments, and menus across multiple locations. The company has raised over $1.5 billion in funding and has been recognized as one of the fastest-growing technology companies in North America by Deloitte. As of 2021, Toast serves over 48,000 restaurants and has over 2,800 employees.
Learn more about Toast
Size
2,000 employees
Market Cap
$8.9 billion
Industry
Enterprise Technology
Founded
2015
NASDAQ
TOST
* Ladders Estimates

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