Sauce

Artificial Intelligence

• Provide instant automated responses to common customer questions across chat, WhatsApp, email, and phone channels.
• Resolve repetitive inquiries such as: B2C - Delivery & order status updates, Refund and cancellation policies, B2B - Basic troubleshooting steps, FAQ and product guidance.
• Design and maintain conversational flows and decision trees for Tier 0 support use cases.
• Collaborate with Support & Ops & product teams to identify automation opportunities.
• Ensure smooth escalation paths from AI to human agents when required.
• Maintain alignment between the AI agent and the company’s knowledge base, policies, and product updates.
• Monitor AI resolution rates, customer satisfaction scores, and failure cases.
• Analyze support transcripts to improve intent detection and response accuracy.
• Define clear rules for when the AI should escalate to Tier 1 human support.
• Track and improve key Tier 0 performance metrics.

Tier 0 Support AI Agent

Data Engineer

• Build and optimize Sauce's lakehouse architecture using Azure Databricks and Unity Catalog for data governance
• Manage and optimize cluster resources to balance performance and cost
• Transform stage/raw layer data, define and manage data schemas, and add data quality tests
• Create and maintain data quality tests, improve existing alerting setups
• Develop reports/dashboards about data quality and consistency
• Improve existing CI/CD pipeline(s) using Databricks Asset Bundles and GitHub Actions/Workflows
• Own data warehouse - connecting data sources, and maintaining a platform and architecture in coordination with R&D infrastructure and operations teams

Tier 0 Support AI Agent

Senior Data Engineer