Community Manager, Consumer

Toast•San Francisco, CA

8d•$95,000 - $152,000•Hybrid

About The Position

Toast is hiring a Community Manager for its Consumer Growth team to build, grow, moderate, and maintain the organic social and community presence for Toast Local, its consumer brand. The role is focused on everyday diners and is distinct from Toast’s established restaurant-facing B2B brand. The manager will establish the consumer voice, grow an engaged community, celebrate local restaurants, and increase awareness and repeat usage of Toast Local while coordinating with Brand, B2B Social, Communications, Product Marketing, and influencer partners. This is a hands-on, high-ownership role suited to someone who understands internet and hospitality culture and enjoys building a genuine community from the ground up. The role includes creating and publishing social-first content, managing community interactions and safety, working with creators and user-generated content, identifying relevant cultural moments, and using performance data and community insights to refine strategy. Toast describes its workplace 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 B2C brand or app.
Ability to write in a human, non-corporate voice that earns engagement and work naturally 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 about tone, escalation, and community safety.
Self-starter comfortable operating 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 clear decisions.
Passion for consumer experiences and helping local restaurants grow by connecting them 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 hypergrowth companies.
Background in food media, hospitality, or creator-led brands.

Responsibilities

Establish and grow Toast’s organic consumer presence on Instagram, TikTok, and other emerging platforms, with a voice distinct from its B2B brand.
Plan, create, and publish social-first content celebrating local restaurants and building awareness, engagement, and repeat usage of Toast Local.
Develop platform-specific guidance for the consumer brand’s posting, responses, and participation, and grow followers into an active community.
Choose creative approaches suited to each platform and moment, balancing polished and spontaneous 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, welcoming environment.
Monitor community sentiment, surface feedback, celebrate what is working, and flag emerging risks or issues.
Maintain a consistent, reliable presence for the community.
Define and protect a consumer brand voice that is distinct from Toast’s restaurant-facing B2B voice.
Coordinate with Brand, B2B Social, Communications, Product Marketing, and influencer partners to keep brand efforts complementary.
Identify culturally relevant moments 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 in partnership with influencer teams.
Turn guest and operator stories into authentic, shareable content reflecting dining and hospitality culture.
Share relevant data and trends about consumer interests 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 measures, including follower 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 the brand voice, content formats, and channel mix.