Customer Care Agent

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. We are seeking experienced remote Customer Care Agents with a background in food delivery support or fast-paced, real-time customer service. This role involves managing both B2C and B2B support requests across multiple channels, including HubSpot, email, chat, Slack, phone calls, and WhatsApp. The successful candidate will be adept at collecting evidence, thoroughly investigating issues, and ensuring a seamless customer experience.

Shift Options (9-hour shifts w/ 1 hour meal break): Tuesday to Saturday: 8 AM - 5pm EST, 12 PM - 9pm EST, or 4pm - 1am EST Sunday to Thursday: 8 AM - 5pm EST, 12 PM - 9pm EST, or 4pm - 1am EST Additional shift flexibility available based on business needs

What You'll Do:

• Multi-Channel Support: Respond to inbound and outbound support requests via email, phone, chat, SMS, and internal messaging platforms.
• Ticket & Case Management: Have a sense of ownership to respond to and resolve B2C, B2B and internal requests within established service levels. 
• Evidence Collection & Issue Resolution: Meticulously document cases to determine accountability for delivery issues.
• Cross-Functional Collaboration: Work closely with team leads and other departments (Customer Success, Tier 2, Back Office, Menu, ePayments) to address and resolve support issues.
• Process Improvement: Contribute to the development and refinement of customer care playbooks, templates, and policies.
• Tool Utilization: Utilize various cloud-based tools, including delivery company portals and internal dashboards, to efficiently manage support tasks.

What You Bring:

• Customer Service Expertise: Proven experience in fast-paced, real-time support environments, preferably within the restaurant, food delivery or similar industries.
• Technical Proficiency: Familiarity with HubSpot, Slack, and other support tools. Experience with delivery driver dispatch or company portals is a plus.
• Communication Skills: Strong written and verbal English skills are essential. Additional languages are a bonus, though not required.
• Remote Work Readiness: Must have a dedicated, quiet workspace at home, reliable high-speed internet, and the necessary technology.
• Detail-Oriented: Ability to carefully document cases and communicate effectively with both B2C and B2B clients.

Requested Technology & Equipment:

• Personal computer or laptop with up-to-date software
• High-speed internet connection
• Keyboard, mouse, working webcam, and headset with a microphone
• Primary 24” monitor (with an additional 24” monitor preferred)

What We Offer:

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

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.