Senior Product Designer, Toast Support Experiences
New
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ToastRestaurant technology
Remote, USAFull-TimeSenior
Salary159,000 - 254,000 USD per year
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Job Details
- Required Skills
- FigmaPrototyping
Requirements
- Have shipped conversational interfaces in chat, messaging, or voice that users trusted and returned to.
- Understand turn-taking, intent clarification, handoff moments, and escalation in conversational experiences.
- Design cohesive experiences across web, mobile, voice, chat, IVR, and agent tooling.
- Have experience designing with and around external tools and adapting purchased solutions.
- Understand conversational flow, context threading, and utterance patterns for voice interactions.
- Design voice UX, including IVR trees, prompts, and escalation logic, with familiarity with how people speak to voice systems.
- Demonstrate strong visual design skills in a portfolio; prototype interactions, specify components, and produce Figma work.
- Influence product, engineering, and go-to-market teams and build alignment around design decisions.
- Conduct user research and usability testing, and use support metrics and customer feedback to inform design.
- Be comfortable working with Claude, V0, Replit, and similar AI design tools.
Responsibilities
- Define how restaurants get help across AI-powered chat, voice interactions, human agents, and self-service account management.
- Design cohesive connections between support surfaces, including customer conversations, account context, and support journeys.
- Own the interaction language across multiple product surfaces and interaction modes.
- Design handoffs between AI and human support.
- Partner with product, engineering, and customer service leadership to define how support works at Toast.
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