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About the Role

Sauce is seeking a high-performing Customer Care Team Lead passionate about people development, training, and quality assurance. This role oversees shift performance, coaches new agents, and ensures exceptional support delivery through structured QA and continuous feedback, acting as a key support bridge and elevating team performance.

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
• Oversee QA process across all support channels
• 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
• 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
• High emotional intelligence and strong organizational skills

Skills

• Hubspot
• Slack
• Google Workspace
• Intercom
• Guru

Location

• NYC
• Tel-Aviv

Work Type

• Flexible Work Environment

Experience Level

• 5+ years of experience in customer support
• 1+ year in a leadership, QA, or training role

Salary/Compensations

• Strong & Competitive Compensation Package

Benefits

• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Responsible Paid Time Off Policy

About the Company

• 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.

Equal Opportunity

• 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.