About Toast:
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Are you bready* for a change?
The CS System Administrator will play a key role in ensuring our customer support platforms—primarily Intercom and Salesforce—run smoothly and evolve with the needs of our agents and customers. You’ll maintain platform configurations, support incident response, manage bug intake, and build no-/low-code workflows that improve the support experience.
About this roll* (Responsibilities)
- Administer and maintain support systems including user setup, permissions, and configuration updates .
- Serve as a technical SME on Intercom and emerging contact center tooling—what features exist, how they work, and how best to use them .
- Build, test, and update no-/low-code workflows and routing logic for customer and agent journeys.
- Create and maintain reporting views and dashboards to monitor system performance, routing behavior, and support metrics.
- Establish and manage a structured intake process for bugs and feature requests; triage issues and determine when to fix, escalate, or route to engineering.
- Partner with vendors (e.g., Intercom) to report, validate, and track bugs through resolution.
- Support incident response, including monitoring alerts, communicating outages, and coordinating with cross-functional teams.
- Create test plans and perform testing for new releases in Intercom and other no/low-code contact center platforms.
- Document platform configurations, processes, and system behavior for internal use.
Do you have the right ingredients*? (Requirements)
- 1–2+ years experience in system administration, IT ops, support ops, or configuring no-/low-code platforms
- Fast learner able to develop deep expertise in new systems quickly .
- Highly organized with experience managing intake, ticketing, or prioritization workflows.
- Strong problem-solving skills with the ability to triage issues across multiple systems.
- Technical aptitude: comfort with workflow builders and foundational understanding of APIs or integrations.
- Clear communicator who can translate technical details to non-technical teams.
- Detail-oriented with an ability to keep the bigger picture in mind.
Special Sauce* (Nice to Haves)
- Experience with workflow builders or low code chat platforms like Intercom or Drift
- Experience contact center platforms
- Familiarity with data tools (Sigma, Hex, Lookr)
- Basic scripting or API experience
- Background supporting Customer Support or Operations teams.
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 and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
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.
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