Offer summary

Qualifications:

Proven experience in fast-paced customer service environments, preferably in the restaurant or food delivery industry., Familiarity with cloud-based tools such as HubSpot and Slack, with experience in delivery driver dispatch being a plus., Strong written and verbal communication skills in English; additional languages are a bonus., Ability to work remotely with a dedicated workspace and reliable high-speed internet..

Key responsabilities:

Manage delayed and failed deliveries, coordinating with delivery partners for prompt issue resolution.

Respond to inbound and outbound support requests through various channels including email, phone, and chat.

Document cases meticulously to determine accountability for delivery issues and ensure effective communication with clients.

Collaborate with cross-functional teams to address support issues and contribute to process improvements.

Job description

Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.

We are seeking a proactive Remote Dispatch Agent to join our team. In this role, you will be instrumental in managing delayed and failed deliveries, coordinating with delivery partners, and ensuring prompt resolution of issues. You will work with cloud-based tools—including delivery company portals, internal dashboards, HubSpot, and Slack—to provide real-time support and escalate issues as needed. This position primarily covers the later shifts during lunch and dinner, ensuring optimal dispatch operations during high-demand periods.

Shift & Schedule (9-hour shifts w/ 1 hour meal break):

Thursday to Tuesday: 12pm - 9pm EST on weekdays and 2pm - 11pm EST on weekends

What You'll Do:

Multi-Channel Support: Respond to inbound and outbound support requests via email, phone, chat, SMS, and internal messaging platforms.

Ticket & Case Management: Have a sense of ownership to respond to and resolve B2C, B2B and internal requests within established service levels.

Evidence Collection & Issue Resolution: Meticulously document cases to determine accountability for delivery issues.

Cross-Functional Collaboration: Work closely with team leads and other departments (Customer Success, Tier 2, Back Office, Menu, ePayments) to address and resolve support issues.

Process Improvement: Contribute to the development and refinement of customer care playbooks, templates, and policies.

Tool Utilization: Utilize various cloud-based tools, including delivery company portals and internal dashboards, to efficiently manage support tasks.

What You Bring:

Customer Service Expertise: Proven experience in fast-paced, real-time support environments, preferably within the restaurant, food delivery or similar industries.

Technical Proficiency: Familiarity with HubSpot, Slack, and other support tools. Experience with delivery driver dispatch or company portals is a plus.

Communication Skills: Strong written and verbal English skills are essential. Additional languages are a bonus, though not required.

Remote Work Readiness: Must have a dedicated, quiet workspace at home, reliable high-speed internet, and the necessary technology.

Detail-Oriented: Ability to carefully document cases and communicate effectively with both B2C and B2B clients.

Requested Technology & Equipment:

Personal computer or laptop with up-to-date software

High-speed internet connection

Keyboard, mouse, working webcam, and headset with a microphone

Primary 24” monitor (with an additional 24” monitor preferred)

What We Offer:

Strong & Competitive Compensation Package

Flexible Work Environment

10 Paid Personal/Vacation Days

5 Paid Sick Days

11 Local Holidays

Quarterly Team Dinners & Events!

The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!

Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.

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