Community Manager, Consumer

Summary

Toast creates technology that helps restaurants and local businesses succeed in a digital world. The Community Manager, Consumer will build, grow, moderate, and maintain Toast's organic social and community presence for its consumer brand, while developing content, engaging diners, managing community health, partnering with internal teams and creators, and measuring performance.

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
• Serve as a cultural barometer for the consumer brand, identifying moments, behaviors, and trends worth participating in—and knowing what not to do
• 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
• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

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

Benefits

• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits
• We provide these tools across all disciplines, from Engineering and Product to Sales and Support.
• We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs.