Community Manager, Consumer

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Consumer Growth team helps restaurants grow through consumer (guest) acquisition, discovery, engagement, and retention across the Toast ecosystem. The future of restaurants is increasingly connected to consumer experiences; restaurants win when Toast connects them more directly with their guests. Our flagship consumer product, Toast Local, connects guests with great local restaurants—and building a real community around it is how that product earns love, loyalty, and word of mouth. As Community Manager, Consumer, reporting into the Consumer Growth team, you will build, grow, moderate, and maintain Toast's organic social and community presence for our consumer brand—distinct from, and running in parallel with, Toast's established B2B (restaurant-facing) brand. This is a hands-on, high-ownership role for someone who lives on the platforms where guests actually spend their time and knows how to show up as a real voice, not a corporate account. Toast already has a powerful B2B brand that speaks to restaurant operators. The consumer brand is a different audience, a different voice, and a different job to be done: reaching everyday diners, celebrating local restaurants, and turning Toast Local into a name guests recognize and trust. You'll own how that consumer voice shows up organically across social—setting the tone, growing the following, engaging the community, and keeping it healthy—while staying coordinated with our Brand, B2B social, and influencer partners so the two brands complement rather than collide. This is an ideal role if you're energized by building something from the ground up, you have strong instincts for internet and hospitality culture, and you'd rather grow a genuine community than chase vanity metrics. About this roll* (Responsibilities) Build & Grow the Consumer Social Presence Establish and grow Toast's organic consumer presence across the platforms where diners congregate—Instagram, TikTok, and other emerging channels—as a voice distinct from Toast's B2B brand. Own the day-to-day: plan, create, and publish social-first content that celebrates local restaurants and drives awareness, engagement, and repeat usage of Toast Local. Develop a per-platform playbook for how the consumer brand shows up—when to post, when to reply, when to stay silent—and grow followers into an active, engaged community. Balance speed with craft, knowing when polished and when raw-and-real is the right creative choice for the platform and the moment. Engage, Moderate & Maintain the Community Actively engage the community—responding to comments, DMs, mentions, and conversations in a way that feels human, warm, and on-brand. Own moderation and community health: enforce community guidelines, manage comment and message threads, and escalate issues appropriately to keep the space safe, positive, and welcoming. Monitor sentiment and surface what the community is saying—celebrating what's working and flagging risks or issues early. Show up consistently and reliably so the community always has a real presence to interact with. Champion the Consumer Voice Define and protect a consumer brand voice that is separate from Toast's restaurant-facing B2B brand, tuned to everyday diners rather than operators. Partner closely with Brand, B2B Social, Comms, and Product Marketing to keep the two brands coordinated and complementary—consistent where it counts, distinct where it matters. Serve as a cultural barometer for the consumer brand, identifying moments, behaviors, and trends worth participating in—and knowing what not to do. Grow the Community Through Content & Creators Source and amplify user-generated content from guests and restaurants, and help build tight relationships with creators in partnership with existing influencer teams. Turn real guest and operator stories into authentic, shareable content that reflects the pride, humor, and rituals of dining out and hospitality. Share out relevant data and trends on consumer interest topics to establish Toast Local as a thought leader in this space. Test, iterate, and scale content formats and community tactics that grow the audience without losing authenticity. Measure & Learn Define, monitor, and report on the metrics that matter—follower and community growth, engagement quality, sentiment, share of voice, and referral traffic to Toast Local—rather than vanity metrics. Share insights and learnings with Consumer Growth, Brand, and Product partners to inform strategy, content, and product decisions. Use performance signals to continuously refine voice, formats, and channel mix. Do you have the right ingredients*? (Requirements) 3+ years of experience in community management, organic social, or social content roles—ideally for a consumer-facing (B2C) brand or app. You write in a voice that feels human (not corporate) and earns engagement, and you move naturally across Instagram, TikTok, and emerging platforms. Hands-on experience building and growing an organic social presence from the ground up—not just managing a calendar. Strong instincts for internet and hospitality culture; you can explain why something resonates, not just that it's trending. Experience moderating online communities and managing engagement at scale, with sound judgment on tone, escalation, and community safety. A self-starter comfortable operating in ambiguity and helping shape a function that is still evolving. Strong collaboration skills, with the ability to coordinate across brand, marketing, and product partners while owning your own lane. A data-informed approach to prioritization—able to translate community and performance signals into clear decisions. Passion for the consumer experience and for helping local restaurants grow by connecting them with guests. Special Sauce* (Nice to Haves) Experience growing the consumer brand or community for a marketplace, mobile app, or local/hospitality business. Familiarity with community and social management tools and analytics platforms. Hands-on content creation skills—short-form video, photography, or editing. Experience working alongside a distinct B2B brand, or managing multiple brand voices in parallel. Experience in startups and/or companies experiencing hypergrowth. Background in food media, hospitality, or creator-led brands. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $83,000—$133,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.