Responsibilities

• 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.
• 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.
• 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.

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.

Preferred

• 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.

Benefits

• 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 .