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 Customer Care Agents with a strong background in restaurant-facing support, preferably in the restaurant, food delivery, or logistics sectors. This role supports restaurants directly through inbound and outbound inquiries, resolving time-sensitive operational issues, ensuring accurate case documentation, and maintaining high service levels across multiple channels.

This is a fast-paced, high-responsibility position where clear communication, ownership, and cross-functional alignment are essential. You'll play a key role in delivering an exceptional support experience to our restaurant partners.

What You'll Do:

• Restaurant-Facing Support: Provide direct support to our restaurant partners via phone, WhatsApp, chat, and email—ensuring clarity, empathy, and efficiency in every interaction
• Issue Investigation & Resolution: Own the resolution of delivery and operational issues by gathering evidence (e.g. call recordings, chat transcripts, courier tracking), analyzing accountability, and escalating when necessary
• Ticket & Queue Ownership: Actively manage and respond to restaurant support tickets in HubSpot within defined SLAs, updating statuses and ownership fields accurately
• Process Adherence: Follow documented SOPs for issues such as late deliveries, missing items, payout disputes, and platform updates. Flag edge cases and gaps in documentation
• Partner Collaboration: Work closely with internal teams (Customer Success, Back Office, ePayments, Menu, Dispatch) to drive timely and accurate resolutions
• Policy Reinforcement: Use templates and macros to maintain consistency in messaging, especially around refunds, receipt expectations, pricing disputes, and delivery policies
• Workflow Tools: Confidently navigate multiple cloud-based tools and systems, including delivery company portals, internal dashboards, WhatsApp Web, and Slack for internal communications

What You Bring:

• Restaurant/B2B Support Experience: Minimum 2–4 years supporting restaurant/B2B partners in a logistics, delivery, or restaurant tech environment
• Strong Communication: You can write and speak clearly, professionally, and efficiently in English. You know how to adapt tone and language for restaurants vs. internal stakeholders
• Remote-Ready: You have a quiet, private home workspace, a strong internet connection, and your own tech setup
• Attention to Detail: You understand the importance of documenting tickets with clarity and accuracy, and you don't let tasks fall through the cracks
• Problem Solver: You work independently to troubleshoot complex situations while following defined playbooks and policies
• Tool Savvy: Familiarity with HubSpot, Slack, Google Workspace, and delivery platforms like Uber Direct, Relay, or DoorDash Drive is a strong plus

Required 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)

Shift & Schedule:

• Shift Options: Will include weekends
• 7 AM - 5pm EST , 12 PM - 9pm EST, or 3pm - 12am EST - subject to change, (9-hour shifts w/ 1 hour meal break)
• Additional shift flexibility available based on business needs

What We Offer:

• 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

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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.