Team Lead, Customer Care

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.

Responsibilities

• 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

Requirements

• 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

Benefits

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Flexible Work Environment
• Responsible Paid Time Off Policy