Team Lead, Customer Care

🔥 0 minutes ago

🌐 Mexico, Argentina, +2 more countries – Remote

🇲🇽 Mexico – Remote 🇦🇷 Argentina – Remote 🇧🇷 Brazil – Remote 🇨🇴 Colombia – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Sauce

WebsiteLinkedInAll Job Openings

51 - 200 employees

Sauce reconnects restaurants with their online customers.

📋 Description

• 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 in collaboration with the Knowledge & Playbook team • Oversee QA process across all support channels (chat, email, phone, WhatsApp) • 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, with 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 • Proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or similar platforms • High emotional intelligence and strong organizational skills

🏖️ Benefits

• Strong & Competitive Compensation Package • Flexible Work Environment • 10 Paid Personal/Vacation Days • 5 Paid Sick Days • Monthly Wellness Stipend • Quarterly Team Dinners & Events! • The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!