Customer Care Agent

Sauce; Miami, New York (FL, NY); Remote; USD 22,000 - 33,000; Full time

Benefits offered by this job

Competitive pay

Flexible work

Paid time off

Paid sick days

Impactful work

Job summary

Sauce is seeking experienced remote Customer Care Agents to support both B2C and B2B requests across email, chat, phone, Slack, and WhatsApp. You will investigate issues, collect evidence, and ensure a seamless customer experience from a distributed team.

Ideal candidates have fast-paced support experience in restaurant or delivery contexts, strong English communication, and a quiet home workspace with reliable internet.

Qualifications

• Fast-paced, real-time customer support experience required.
• Experience with restaurant or food-delivery context preferred.
• Proficient in English, written and spoken.
• Remote work setup and reliable internet required.
• Familiarity with HubSpot, Slack, and support tools.

Responsibilities

• Provide multi-channel support via email, chat, phone, SMS, and internal messaging.
• Own and resolve B2C and B2B tickets within SLAs.
• Document issues and collect evidence for delivery problems.
• Collaborate with Customer Success, Tier 2, Back Office, Menu, and ePayments.
• Contribute to playbooks, templates, and policies.
• Utilize cloud-based tools and internal dashboards to manage tasks.
• Shifts include weekends and EST hours with 9-hour shifts and a break.

Skills

Customer service

Real-time support

English communication

Tools

HubSpot

Slack

Delivery portals

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.