Community Manager, Consumer

About this role

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

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