Offer summary

Qualifications:

5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role., Background in food delivery, hospitality, or restaurant tech preferred., Strong written and verbal communication skills in English., Proficiency with tools such as Hubspot, Slack, Google Workspace, and Intercom..

Key responsibilities:

Lead onboarding and training for new agents to ensure readiness for live support.

Oversee quality assurance processes and provide coaching to improve team performance.

Act as shift lead and manage escalations during assigned shifts, ensuring SLA adherence.

Create and maintain reports for leadership review, communicating updates and outcomes clearly.

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 looking for a high-performing Customer Care Team Lead with a passion for people development, training, and quality assurance. In this role, you will be responsible for overseeing shift performance, onboarding and coaching new agents, and ensuring exceptional support delivery through structured QA and continuous feedback. You will serve as a key support bridge between frontline agents and Customer Care leadership, and play a critical role in elevating team performance and operational excellence.

Schedule

-5 x 9-hour shifts per week, including a 1-hour break

-Night and weekend shifts required

-Specific shifts determined based on business needs and availability

What You'll Do:

Training & Onboarding

Lead onboarding for new agents and ensure readiness for live support

Develop and facilitate training sessions on tools, processes, and product updates

Maintain and update training documentation in collaboration with the Knowledge & Playbook team

Quality Assurance & Coaching

Oversee QA process across all support channels (chat, email, phone, WhatsApp)

Review interactions, identify coaching opportunities, and provide timely feedback

Track quality trends and propose initiatives for performance improvement

Shift Ownership & Escalation Management

Act as shift lead and first point of escalation during assigned shifts

Monitor real-time queues, reassign tasks, and ensure SLA adherence

Coordinate with cross-functional teams to resolve urgent or complex issues

Process & Performance Improvement

Identify gaps in workflows or training and recommend improvements

Support creation and updates to team protocols, templates, and documentation

Contribute to team performance evaluations with QA and coaching input

Reporting & Communication

Create and maintain shift and QA reports for leadership review

Communicate updates, escalations, and shift outcomes clearly and consistently

What You Bring:

5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role

Background in food delivery, hospitality, or restaurant tech preferred

Experience training and coaching team members in a fast-paced, service-oriented environment

Strong written and verbal communication in English

Proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or similar platforms

High emotional intelligence and strong organizational skills

Requested Technology & Equipment:

Reliable personal computer or laptop with current software

High-speed internet connection

Keyboard, mouse, webcam, and headset with microphone

Primary 24” monitor (second monitor recommended)

What We Offer:

Strong & Competitive Compensation Package

Flexible Work Environment

10 Paid Personal/Vacation Days

5 Paid Sick Days

Monthly Wellness Stipend

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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