Team Lead, Customer Care
Get SauceRestaurant Technology company
MexicoLead
NFX
BNSG Capital
KLI Capital
PICO Venture Partners
Operations & Strategy
About the role
TL;DR
Lead customer care team, focusing on training, quality, and performance.
- •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.
- •Key Responsibilities Lead onboarding and training for new customer care agents.
- •Oversee quality assurance across all support channels and provide coaching.
- •Act as shift lead and first point of escalation, monitoring queues and ensuring SLA adherence.
- •Identify and recommend improvements for workflows, training, and team protocols.
- •Create and maintain shift and QA reports for leadership review.
- •Requirements 5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role.
- •Experience training and coaching team members in a fast-paced, service-oriented environment.
- •Strong written and verbal communication in English.
- •Proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or similar platforms.
- •High emotional intelligence and strong organizational skills.
Required skills
CoachingHubSpotSlack
Domain expertise
foodlogistics
Benefits & perks
Competitive Compensation Package, Flexible Work Environment, 10 Paid Personal/Vacation Days, 5 Paid Sick Days, Monthly Wellness Stipend, Quarterly Team Dinners & Events
Tech stack
HubSpotSlack
