Customer Care Team Lead - Remote

Overview

As a Customer Care Team Lead at Sauce, you will oversee the performance of customer care agents, focusing on training, quality assurance, and operational excellence to enhance team productivity and customer satisfaction.

In Short

• Lead onboarding and training for new customer care agents.
• Oversee quality assurance processes across various support channels.
• Act as shift lead and manage escalations during assigned shifts.
• Identify gaps in workflows and recommend process improvements.
• Create and maintain reports for leadership review.
• Provide coaching and feedback to enhance team performance.
• Communicate updates and outcomes clearly and consistently.
• Support the development of training documentation.
• Work in a fast-paced, service-oriented environment.
• Engage in cross-functional collaboration to resolve complex issues.

Requirements

• 5+ years of experience in customer support.
• At least 1 year in a leadership, QA, or training role.
• Preferred background in food delivery, hospitality, or restaurant tech.
• Strong written and verbal communication skills in English.
• Experience with tools such as Hubspot, Slack, and Google Workspace.
• High emotional intelligence and strong organizational skills.

Benefits

• Strong & Competitive Compensation Package.
• Flexible Work Environment.
• 10 Paid Personal/Vacation Days.
• 5 Paid Sick Days.
• Monthly Wellness Stipend.
• Quarterly Team Dinners & Events.
• Opportunity to impact the delivery tech industry positively.