Team Lead, Customer Care

We are looking for a high-performing Customer Care Team Lead with a passion for people development, training, and quality assurance. In this role, you will be responsible for overseeing shift performance, onboarding and coaching new agents, and ensuring exceptional support delivery through structured QA and continuous feedback. You will serve as a key support bridge between frontline agents and Customer Care leadership, and play a critical role in elevating team performance and operational excellence.

As a Customer Care Team Lead you will be building the future of Sauce and making a meaningful impact. This leadership role comes with a high level of ownership, including the flexibility to support the team during evenings and weekends as business needs arise.

Training & Onboarding

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

Quality Assurance & Coaching

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

Shift Ownership & Escalation Management

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

Process & Performance Improvement

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

Reporting & Communication

Create and maintain shift and QA reports for leadership review

Communicate updates, escalations, and shift outcomes clearly and consistently

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

Reliable personal computer or laptop with current software

High-speed internet connection

Keyboard, mouse, webcam, and headset with microphone

Primary 24” monitor (second monitor recommended)

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!