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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 seeks a Team Lead for Customer Care to manage shift operations, agent development, and quality assurance.
In this role, you will oversee a customer support team, leading onboarding and training for new agents while ensuring they are ready for live support. You'll develop and facilitate training sessions on tools, processes, and product updates, maintaining documentation in collaboration with the Knowledge & Playbook team.
You will manage the quality assurance process across all support channels—chat, email, phone, and WhatsApp—reviewing interactions, identifying coaching opportunities, and providing timely feedback. You'll track quality trends and propose initiatives for performance improvement.
As shift lead, you'll act as the first point of escalation during assigned shifts, monitoring real-time queues, reassigning tasks, and ensuring SLA adherence. You'll coordinate with cross-functional teams to resolve urgent or complex issues.
You'll identify gaps in workflows and training, recommend improvements, and support creation of team protocols, templates, and documentation. You'll contribute to team performance evaluations and create shift and QA reports for leadership review.
Required: 5+ years in customer support with at least 1 year in a leadership, QA, or training role. Background in food delivery, hospitality, or restaurant tech is preferred. You need experience training and coaching in fast-paced, service-oriented environments, strong written and verbal English communication, and proficiency with tools like HubSpot, Slack, Google Workspace, Intercom, or Guru. High emotional intelligence and strong organizational skills are essential.
You'll need a reliable computer, high-speed internet, keyboard, mouse, webcam, headset, and a 24" monitor (second monitor recommended).
Sauce offers competitive compensation, flexible work environment, 10 paid personal/vacation days, 5 paid sick days, monthly wellness stipend, and quarterly team dinners and events.
