Good Company Culture but Management is Lacking - Senior Customer Care Expert Toast Inc Employee Review

Fantastic company culture and excellent, full support from a highly collaborative cross-functional team that genuinely wants to see enterprise deals succeed. Overall, it is well inclusive and supportive company culture.

Rapidly changing product landscape can occasionally make cross-functional alignment a bit complex.

The benefits and health insurance are amazing and the company culture as a whole is very positive. It was a pleasure to work with almost everyone I met in my time there.

Lower management, especially for care teams, deeply lacks integrity. Retaliatory practices, lack of communication, and failure to adhere to their own policies are very common behavior depending on who your manager is. The inconsistencies across what is expected from leadership are profound and it is disappointing how much this can derail your career trajectory at Toast. It’s also very difficult to help customers at times, as Toast is notorious for launching new products at customers and providing little to no support to agents that are then expected to troubleshoot using sparse or nonexistent resources and absolutely no training. Cross-collaboration with teams that occasionally intersect is also very challenging, particularly Sales/Onboarding and Care. There were many instances where sales and onboarding specialists set customers up with false expectations of the product, which leaves care teams to deal with the aftermath.