Internal Enablement Senior Trainer

Toast builds the restaurant platform that helps restaurants take control and get back to what they do best. As a Customer Success Trainer, you'll organize and lead the facilitation of new hire, enablement, and upskilling programs for agents and managers, both internal and through BPO partners globally, setting learners up for success in an AI-assisted environment.

Responsibilities

• Create and facilitate comprehensive training agendas in person and virtually across internal and BPO teams, integrating AI voice role-play tools into a practice arena to simulate high-complexity customer interactions.

• Create hyper-personalized learning experiences leveraging AI analytics and transcription engines to glean performance insights and drive curriculum design.

• Partner with Enablement Program Managers on new hire and ongoing initiatives.

• Evaluate post-training impact through AI optimization and improve the learning experience.

Requirements

• 5-8 years of classroom training, facilitation, and design experience in a fast-paced tech environment.

• Broad expertise in learning design methodologies (ADDIE, SAM) applied to microlearning and autonomous AI coaching, with familiarity with tools like NotebookLM.

• Proven experience evaluating, piloting, and scaling third-party AI training tools such as AI voice role-play agents and LLM-based content platforms is a plus.