Customer Care Agent

Sauce; Perímetro Urbano Bucaramanga; Remote; COP 127,311,000 - 203,698,000; Full time

Benefits offered by this job

Strong & Competitive Compensation

Flexible Work Environment

Paid Personal/Vacation Days

Paid Sick Days

Opportunity to shape delivery tech

Job summary

Sauce is hiring remote Customer Care Agents to support the fast-paced delivery ecosystem. You will handle B2C and B2B inquiries across email, chat, phone, and internal portals, collecting evidence and ensuring timely resolution.

Ideal candidates have experience in restaurant or food delivery support, strong English communication, and a reliable home workspace with good internet. This role offers weekends and EST-aligned shifts with flexible scheduling.

Qualifications

• Experience in fast-paced, real-time support environments, preferably within the restaurant, food delivery or similar industries.
• Familiarity with HubSpot, Slack, and other support tools. Experience with delivery driver dispatch or company portals is a plus.
• Strong written and verbal English skills are essential. Additional languages are a bonus.
• Must have a dedicated, quiet workspace at home, reliable high-speed internet, and the necessary technology.
• Detail-oriented and able to communicate effectively with B2C and B2B clients.

Responsibilities

• Respond to inbound and outbound support requests via email, phone, chat, SMS, and internal messaging platforms.
• Own and resolve B2C and B2B requests within established service levels.
• Meticulously document cases to determine accountability for delivery issues.
• Collaborate with Customer Success, Tier 2, Back Office, Menu, ePayments to resolve issues.
• Help develop and refine customer care playbooks, templates, and policies.
• Use cloud-based tools and internal dashboards to manage tasks efficiently.
• Work shifts include weekends; 9-hour shifts with a 1-hour meal break; flexibility may be required.

Skills

Customer service

Technical tools

Communication skills

Remote readiness

Detail-oriented

Tools

HubSpot

Slack

Job description

About Sauce

Sauce is a leading restaurant technology platform dedicated to empowering local businesses with our Commission-Free Delivery & Pickup model and advanced delivery optimization technology. With headquarters in Miami, New York, and Tel Aviv, we serve the dynamic US local restaurant market, valued at over $105 billion. Our team combines decades of expertise in restaurant tech, operations, sales, and marketing to drive industry-changing solutions that help restaurants thrive.

About The Role

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.

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.


• Shift Options:
  
  
  
  • Will include weekends
  
  
  • 8 AM - 5pm EST , 12 PM - 9pm EST, or 4pm - 1am EST - subject to change (9-hour shifts w/ 1 hour meal break)
  
  
  • Additional shift flexibility available based on business needs
  
  
  
  

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


• Paid Personal/Vacation Days


• Paid Sick Days


• 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 and identifying potential inconsistencies or verification signals in application materials based on available information. 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.