Customer Care Team Lead

About the role

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

Key responsibilities

• Lead onboarding and training for new agents, keeping documentation up‑to‑date.
• Oversee quality‑assurance processes across chat, email, phone, and WhatsApp channels.
• Provide coaching, feedback, and performance reviews based on QA findings.
• Manage shift operations, monitor real‑time queues, and handle escalations.
• Collaborate with cross‑functional teams to resolve complex issues.
• Identify workflow gaps and propose improvements to training and protocols.
• Produce shift and QA reports for leadership.

Required profile

• 5+ years of customer support experience, including 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.

Required skills

• Experience with QA tools and support platforms (e.g., chat, ticketing systems).

What we offer

• Opportunity to shape the future of a disruptive restaurant tech platform.
• High level of ownership and flexibility to support evenings and weekends as needed.