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Sauce is a restaurant technology platform offering commission-free delivery and pickup solutions to the US restaurant industry. The company is headquartered in NYC and Tel-Aviv and serves a $105B market opportunity by helping local establishments and chains connect directly with customers through proprietary delivery optimization technology.
As Team Lead for Customer Care, you will manage and develop a customer support team while ensuring operational excellence across all support channels. Your primary responsibilities include:
Training & Development: Lead comprehensive onboarding for new support agents, develop and deliver training sessions on tools, processes, and product updates, and maintain training documentation in collaboration with the Knowledge & Playbook team.
Quality Assurance & Coaching: Oversee QA processes across chat, email, phone, and WhatsApp channels. Review customer interactions, identify coaching opportunities, provide timely feedback, and track quality trends to propose performance improvement initiatives.
Shift Leadership: Act as shift lead and primary escalation point during assigned shifts. Monitor real-time support queues, reassign tasks as needed, ensure SLA adherence, and coordinate with cross-functional teams to resolve complex or urgent issues.
Process Improvement: Identify workflow and training gaps, recommend improvements, support updates to team protocols and templates, and contribute to performance evaluations.
Reporting: Create and maintain shift and QA reports for leadership, communicate updates and escalations clearly, and track team performance metrics.
You will need 5+ years of customer support experience with at least 1 year in a leadership, QA, or training role. Background in food delivery, hospitality, or restaurant tech is preferred. You should be proficient with tools like HubSpot, Slack, Google Workspace, Intercom, and Guru, with strong written and verbal English communication skills and high emotional intelligence.
