Team Lead, Customer Care
Job Location:
Monthly Salary:
Posted:
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Vacancies:
Job Summary
- 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
- 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
- Strong & Competitive Compensation Package
- Company-Sponsored Insurance Package (Health Dental Vision Mental Health)
- Paid Parental Leave
- Flexible Work Environment
- Responsible Paid Time Off Policy
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.
Required Experience:
Manager
About Company
Sauce is a commission-free delivery & pickup platform for restaurants with first party, direct online ordering. Sauce grows online sales, while managing and fully supporting the ordering and delivery process. Sauce is the best delivery service for restaurants in United States.
