Team Lead, Customer Care

About the role

Sauce, a leading restaurant‑technology platform, is seeking a high‑performing Customer Care Team Lead. You will guide a team of agents, ensure top‑quality support, and act as the bridge between frontline staff and leadership.

Key responsibilities

• Lead onboarding for new agents and ensure readiness for live support.
• Develop and deliver training sessions on tools, processes, and product updates.
• Maintain training documentation in partnership with the Knowledge & Playbook team.
• Oversee quality‑assurance across chat, email, phone, and WhatsApp channels.
• Review interactions, identify coaching opportunities, and provide timely feedback.
• Monitor real‑time queues, reassign tasks, and ensure SLA adherence during assigned shifts.
• Coordinate with cross‑functional teams to resolve urgent or complex issues.
• Identify workflow gaps and recommend process improvements.
• Create and maintain shift and QA reports for leadership review.

Required profile

• 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 technology is preferred.
• Strong written and verbal communication in English.
• High emotional intelligence and strong organizational skills.

Required skills

• Hubspot
• Slack
• Google Workspace
• Intercom
• Guru (or similar knowledge‑base platforms)