Team Lead, Customer Care (LATAM)

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.

As a Customer Care Team Lead, you will oversee and manage a team of support professionals. Your role involves three key areas of responsibility: handling escalations, fostering team development, and managing the knowledge base. Additionally, you will be responsible for ensuring high standards of team performance.

This is a Hybrid position, with 2-3 days per week in office. Our office is located at 450 Lexington Avenue, right next to Grand Central for easy commuting!

You will report directly to the Customer Experience Manager.

• Point of Contact for Escalations: Serve as the primary escalation point when team members require additional support or guidance, including B2B, B2C, delivery coordination, and internal stakeholder support. Coordinate with other departments to resolve complex issues efficiently and ensure cross-functional collaboration.
• Manage Department and Agent KPIs: Oversee and monitor both department-wide and individual agent performance metrics. Analyze trends, identify areas for improvement, and implement strategies to meet or exceed KPIs.
• Lead Team Meetings: Plan and conduct regular team meetings to align on objectives, share updates, and address challenges. Foster an open environment where team members can contribute ideas and feedback.
• Handle Supervisor-Level Calls/Tickets: Manage escalated calls, tickets, and other customer interactions that require a higher level of expertise, ensuring prompt and effective resolution.
• Assist with Tickets Across Channels: Actively handle customer issues through various channels, including calls, chats, and emails. 
• Develop Team Member Professional Development: Provide consistent coaching, mentorship, and performance reviews to support each team member's career growth. Develop individualized development plans and facilitate access to learning opportunities.
• Maintain Knowledge Bases and Write Templates: You are responsible for the accuracy and relevance of knowledge bases and customer communication templates. Regularly update and refine content to align with evolving processes and customer needs.

• 3+ years of hands-on customer support experience in a SaaS company, thriving in a fast-paced environment.
• 1+ years of experience in team management.
• An excellent communicator with an empathetic, customer-centric mindset; committed to going the extra mile to ensure customers are satisfied and well-supported.
• Proactive in identifying opportunities and implementing continuous improvements.
• Organized and detail-oriented, able to work effectively in a remote team while maintaining a positive and collaborative attitude.
• Excellent interpersonal skills, strong problem-solving abilities, and a true team player who is approachable and always ready to assist.
• HubSpot experience is an advantage!

• You'll also need:
• A reliable home internet connection (or be able to get one)
• A computer
• An additional monitor (2nd screen; not required, but highly preferred)
• To be fluent in English; proficiency in Spanish is a plus.

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Flexible Work Environment
• Responsible Paid Time Off Policy

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.