Community Manager, Consumer

Toast • Boston, MA

8d • $83,000 - $133,000 • Hybrid

About The Position

Toast is hiring a Community Manager, Consumer, on its Consumer Growth team to build and manage the organic social and community presence for Toast Local. The role focuses on everyday diners and local restaurants, with a consumer voice distinct from Toast’s established restaurant-facing B2B brand. The Community Manager will establish and grow social channels, build an engaged and healthy community, and help make Toast Local a recognized and trusted name among guests.

This is a hands-on, high-ownership role suited to someone comfortable building from the ground up, with strong instincts for internet and hospitality culture. The position coordinates with Brand, B2B Social, Communications, Product Marketing, and influencer partners to keep the consumer and B2B brands complementary while maintaining a distinct consumer identity.

The role includes creating and publishing social-first content, engaging with and moderating the community, sourcing user-generated content, collaborating with creators, and measuring community and content performance. It uses performance signals and community insights to refine voice, formats, channel strategy, and product and marketing decisions. Toast describes its work model as hybrid, with in-office expectations varying by region.

Requirements

• At least 3 years of experience in community management, organic social, or social content roles; ideally for a consumer-facing brand or app.
• Strong writing ability with a human, non-corporate voice that earns engagement, and fluency across Instagram, TikTok, and emerging platforms.
• Hands-on experience building and growing an organic social presence from the ground up.
• Strong instincts for internet and hospitality culture, including the ability to explain why content or trends resonate.
• Experience moderating online communities and managing engagement at scale, with sound judgment on tone, escalation, and community safety.
• Self-starter comfortable working in ambiguity and helping shape an evolving function.
• Strong collaboration skills and ability to coordinate across brand, marketing, and product partners while owning an independent area of work.
• Data-informed approach to prioritization and ability to translate community and performance signals into decisions.
• Passion for the consumer experience and helping local restaurants connect with guests.

Nice To Haves

• Experience growing a consumer brand or community for a marketplace, mobile app, or local or hospitality business.
• Familiarity with community and social management tools and analytics platforms.
• Hands-on content creation skills, such as short-form video, photography, or editing.
• Experience working alongside a distinct B2B brand or managing multiple brand voices in parallel.
• Experience in startups or companies experiencing hypergrowth.
• Background in food media, hospitality, or creator-led brands.

Responsibilities

• Establish and grow Toast’s organic consumer social presence on Instagram, TikTok, and emerging platforms, distinct from its B2B brand.
• Plan, create, and publish social-first content that celebrates local restaurants and drives awareness, engagement, and repeat usage of Toast Local.
• Develop platform-specific guidance for the consumer brand’s posting, replies, and participation, and grow followers into an active community.
• Choose creative approaches appropriate to each platform and moment, balancing polished content with raw, authentic content.
• Respond to comments, direct messages, mentions, and conversations in a human, warm, on-brand manner.
• Moderate community spaces, enforce guidelines, manage comment and message threads, and escalate issues to maintain a safe, positive, and welcoming environment.
• Monitor community sentiment, surface what is working, and flag risks or issues early.
• Maintain a consistent, reliable presence for the community.
• Define and protect a consumer brand voice aimed at diners rather than restaurant operators.
• Coordinate with Brand, B2B Social, Communications, and Product Marketing to keep consumer and B2B brands complementary.
• Identify relevant cultural moments, behaviors, and trends for the consumer brand, and exercise judgment about when not to participate.
• Source and amplify user-generated content from guests and restaurants, and build creator relationships with influencer teams.
• Develop authentic, shareable content from guest and operator stories about dining and hospitality.
• Share relevant consumer-interest data and trends to help establish Toast Local as a thought leader.
• Test, iterate, and scale content formats and community tactics while preserving authenticity.
• Define, monitor, and report on meaningful metrics, including audience and community growth, engagement quality, sentiment, share of voice, and referral traffic to Toast Local.
• Share insights and learnings with Consumer Growth, Brand, and Product partners to inform strategy, content, and product decisions.
• Use performance signals to refine brand voice, content formats, and channel mix continuously.

Benefits

• Toast offers a total rewards package that includes base salary, cash compensation (including overtime and bonus or commissions if eligible), equity, and benefits.
• Toast describes its benefits and rewards as supporting a healthy lifestyle and flexibility to meet employees’ changing needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed