Team Lead, Customer Care
About the role
Sauce - Team Lead, Customer Care
Team Lead, Customer Care
Mexico /
Argentina /
Brazil /
Colombia
Customer Operations – Customer Care /
Remote (Full-Time) /
Remote
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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.
As a Customer Care Team Lead you will be building the future of Sauce and making a meaningful impact. This leadership role comes with a high level of ownership, including the flexibility to support the team during evenings and weekends as business needs arise.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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