Senior Product Designer, Toast Support Experiences

Toast

20h•$125,000 - $254,000•Hybrid

About The Position

As a Senior Product Designer for Toast Support Experiences, you will define how restaurants get help across multiple touchpoints: AI-powered chat, voice interactions, human agents, and self-service account management. You'll design the connective tissue between these surfaces, ensuring that a customer's conversation, account context, and support journey feel cohesive, whether they're chatting with Toast IQ, checking their subscription, or being handed off to a support agent. This role requires thinking in systems. You'll own the interaction language across multiple product surfaces while maintaining a sharp focus: making support effortless for restaurant operators, and making it efficient for the support teams who serve them. You'll partner closely with product, engineering, and our customer service leadership to define how support works at Toast.

Requirements

Shipped conversational interfaces (chat, messaging, or voice) that users trusted and came back to.
Understand the mechanics of turn-taking, intent clarification, handoff moments, and when to escalate.
Design cohesive experiences across multiple surfaces (web, mobile, voice) and interaction modes (chat, IVR, agent tooling).
See how one flow connects to another and design for the seams, especially handoffs between AI and human support.
Experience designing with and around external tools.
Adapt purchased solutions to feel like part of Toast without forcing a square peg into a round hole.
Understand conversational flow, context threading, and utterance patterns for voice interactions.
Design voice UX (not just visual UI), thinking through IVR trees, prompts, and escalation logic.
Deep familiarity with how people actually talk to voice systems.
Strong visual design skills demonstrated through a real portfolio.
Can prototype interactions, spec components, and push Figma work that sets a high bar.
Build conviction within product, engineering, and go-to-market teams.
Can make a case for design decisions and get teams aligned behind them.
Design with data by conducting user research, usability testing, and pull insights from support metrics and customer feedback.
Know when to prototype before committing to direction.
Comfortable working with Claude, V0, Replit, and similar tools.

Nice To Haves

Case studies showing a conversational or voice experience you designed from scratch or significantly reshaped (not just designed UI for a given flow)
Case studies showing how you navigated complexity across multiple surfaces or interaction modes (web + mobile + voice, or chat + voice + human handoff)
Case studies showing evidence of influence: how other teams or designers adopted or built on your approach
Case studies showing research or testing that informed a key design decision
Case studies showing work that felt cohesive despite being built across tools or platforms
Own outcomes, not just outputs.
Care deeply about whether your designs actually work for support agents and restaurant operators.
Make the designers around you better through example, feedback, and generosity with your process.
Build trusted relationships across product, engineering, and customer service teams.
Can shift a room's perspective without authority.
Make decisions quickly and collaboratively, informed by both data and intuition.
Know when to push back.
Constantly learning—new interaction patterns, new AI capabilities, new tooling.
Bring that learning into your work and share it with your team.

Responsibilities

Define how restaurants get help across multiple touchpoints: AI-powered chat, voice interactions, human agents, and self-service account management.
Design the connective tissue between these surfaces, ensuring that a customer's conversation, account context, and support journey feel cohesive.
Own the interaction language across multiple product surfaces.
Make support effortless for restaurant operators and efficient for support teams.
Partner closely with product, engineering, and customer service leadership to define how support works at Toast.