Sauce

Tier 0 Support AI Agent

Sauce

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Tech Stack

Cloud

About the role

  • 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.

Requirements

  • Experience in customer support operations, automation, or AI-enabled service environments.
  • Understanding of customer service workflows and escalation structures.
  • Familiarity with conversational AI tools (ChatGPT, Zendesk AI, Intercom, Hubspot, etc.).
  • Analytical ability to interpret support metrics and optimize performance.
  • Excellent written communication skills with a customer-first mindset.
  • Experience building or managing AI agents in production environments (preferred).
  • Knowledge of NLP concepts: intent classification, retrieval-augmented generation (RAG), prompt & identity design (preferred).
  • Experience with support ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud) (preferred).
  • Background in fast-paced SaaS or marketplace operations (preferred).
Benefits
  • Strong & Competitive Compensation Package
  • Flexible Work Environment
  • 10 Paid Personal/Vacation Days
  • 5 Paid Sick Days
  • 11 Local Holidays
  • The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support operationsautomationAI-enabled service environmentsconversational AINLP conceptsintent classificationretrieval-augmented generationprompt designidentity designsupport ticketing systems
Soft Skills
analytical abilitywritten communicationcustomer-first mindset