Emily M.

Emily M. is an experienced professional with a robust background in guest experience and customer support management. Currently serving as a Senior Manager of Guest Experience at Toast since January 2022, Emily leads the guest-facing support team, implements data analysis and performance metrics, and successfully scaled the team from 2 to 13 members while improving customer satisfaction scores. Prior to joining Toast, Emily spent nearly a decade at Zillow, progressing through various management roles that included overseeing buyer-focused Advisor teams and managing customer experiences for the Premier Agent Direct product. Emily’s career started as a Spanish tutor, with diverse experience also including roles in order fulfillment and customer service. Emily holds a Bachelor of Arts in Political Science from UCLA and studied Hispanic Studies at Universidad Pablo de Olavide.