Team Lead, Customer Care
New
S
SauceRestaurant technology
Mexico / Argentina / Brazil / ColombiaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role
- Required Skills
- Quality AssuranceHubSpotGoogle WorkspaceSlackTrainingCustomer support
Requirements
- 5+ years of experience in customer support
- At least 1 year in a leadership, QA, or training role
- Strong written and verbal communication in English
- Proficiency with tools such as HubSpot, Slack, Google Workspace, Intercom, or Guru
- High emotional intelligence and strong organizational skills
- Background in food delivery, hospitality, or restaurant tech preferred
- Reliable personal computer or laptop with current software
- High-speed internet connection
- Keyboard, mouse, webcam, and headset with microphone
- Primary 24” monitor
Responsibilities
- Lead onboarding for new agents and ensure readiness for live support
- Develop and facilitate training sessions on tools, processes, and product updates
- Oversee QA process across all support channels including chat, email, phone, and WhatsApp
- Review interactions and provide timely feedback to team members
- Act as shift lead and first point of escalation during assigned shifts
- Monitor real-time queues and ensure SLA adherence
- Identify workflow gaps and recommend process improvements
- Maintain shift and QA reports for leadership review
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