Team Lead, Customer Care
Remote regions
Latin AmericaBenefits
2w PTO
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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.
Sauce
Sauce is a premier restaurant technology platform that helps businesses grow with commission-free delivery and pickup. The company is headquartered in NYC and Tel-Aviv and focuses on empowering local restaurants.