Customer Care Agent

Operations – Customer Care /
Remote (Full-Time) /
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 Miami, 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.

This position is responsible for handling all inbound and outbound tickets with our B2B customers (restaurants) and B2C customers to ensure the best customer experience. Tickets include Email, Phone Call, Chat, and SMS. These tickets will be handled directly through HubSpot.

You will report directly to the Team Lead, Customer Care.

During your shift, you will work through three main areas: our Sauce Dashboard, HubSpot and Slack. You will be responsible for handling all incoming tickets (via our main inbox) and calls as well as providing additional assistance to other Sauce employees such as our Customer Success and Sales teams. 
Communication is crucial to the success of this role! 

Shift Schedule: 5 days a week, 9 hours a day with one hour paid lunch; this schedule WILL INCLUDE NIGHTS AND WEEKENDS!

What You'll Do:

    • Handle Tickets including phone calls, chats, emails, and internal Slacks
    • Communicating with direct managers and cross-functional teams to help facilitate issues directly connected to our customers
    • Managing all pending tickets on the Support ticket board by updating and handling any tickets that are older than 4 days
    • Assisting on any projects concerning the Customer Care team related to team playbook, templates and policy writing

What You Bring:

    • You have strong customer service experience
    • Experience handling tickets across different uses (text, call, email, etc)
    • English-Speaking, but Bilingual would be a plus (English + Spanish)
    • Previous experience working with restaurant industry customers, both restaurants and their diners
    • Experience working on Hubspot, Aircall and/or Slack would be a big plus
    • You have a(n):
    • Private working space with a steady internet connection
    • Computer or laptop
    • Keyboard and mouse, working webcam and headset with a microphone
    • Primary 24” computer monitor
    • Additional 24” computer 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.