Senior Product Designer, Support Experiences

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish how restaurants receive assistance through AI-driven chat, voice interactions, human agents, and self-service account management.

• Create seamless connections between support touchpoints, encompassing customer dialogues, account context, and support journeys.

• Manage interaction language across various product surfaces.

• Simplify support for restaurant operators while enhancing efficiency for support teams.

• Collaborate with product, engineering, and customer service leadership to shape the support framework at Toast.

• Make design decisions based on research, usability testing, support metrics, and customer feedback.

• Foster alignment and influence across product, engineering, go-to-market, and customer service teams.

• Mentor other designers through exemplary practices, constructive feedback, and sharing the design process.

⛳️ Requirements

• Proven experience delivering conversational interfaces such as chat, messaging, or voice.

• Knowledge of turn-taking, intent clarification, handoff moments, and escalation processes.

• Proficiency in designing cohesive experiences across web, mobile, voice, chat, IVR, and agent tools.

• Experience working with and around third-party tools.

• Understanding of conversational flow, context threading, utterance patterns, IVR trees, prompts, and escalation logic.

• Strong visual design capabilities evidenced by a real portfolio.

• Ability to prototype interactions, specify components, and generate high-quality work in Figma.

• Capacity to influence product, engineering, and go-to-market teams.

• Background in conducting user research and usability testing.

• Skill in utilizing support metrics and customer feedback to guide design decisions.

• Familiarity with AI design tools like Claude, V0, Replit, and others.

• Case studies demonstrating expertise in conversational or voice experience design, multi-surface complexity, influence, research/testing, and cross-platform cohesion.

🏝️ Benefits

• Competitive salary and benefits packages.

• Cash compensation, including overtime and potential bonuses/commissions if applicable.

• Equity opportunities.

• Benefits promoting a healthy lifestyle.

• Flexible benefits to adapt to changing needs.

• Access to AI tools across various disciplines.

• Reasonable accommodations for individuals with disabilities.