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.

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

📌 Team Lead, Customer Care (Bucaramanga)
🏢 Sauce
📍 Bucaramanga