Team Lead, Customer Care
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Job Description
Customer Care Team Lead responsible for training and quality assurance in a fast-paced environment at Sauce, a restaurant technology platform.
Responsibilities:
- 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
- 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
- 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
- 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
- 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
- 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!
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