Team Lead, Customer Care

Sauce

Customer Care Team Lead responsible for training and quality assurance in a fast-paced environment at Sauce, a restaurant technology platform.

Posted 8/1/2026full-timeRemote • 🇲🇽 MexicoSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in training and coaching within customer support, with a focus on quality assurance and performance improvement. Proficient in managing real-time operations and collaborating with cross-functional teams to enhance service delivery.

Highest-signal resume keywords

Customer Support LeadershipTraining and CoachingQuality Assurance ManagementPerformance Improvement InitiativesStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceTraining DevelopmentPerformance TrackingWorkflow ImprovementDocumentation Management

Soft Skills

Emotional IntelligenceOrganizational Skills

Tools & Technologies

HubspotSlackGoogle WorkspaceIntercomGuru

Industry Keywords

Food DeliveryHospitalityRestaurant TechService-Oriented Environment

About the role

Key responsibilities & impact

Lead onboarding for new agents and ensure readiness for live support
Develop and facilitate training sessions on tools, processes, and product updates
Maintain and update training documentation in collaboration with the Knowledge & Playbook team
Oversee QA process across all support channels (chat, email, phone, WhatsApp)
Review interactions, identify coaching opportunities, and provide timely feedback
Track quality trends and propose initiatives for performance improvement
Act as shift lead and first point of escalation during assigned shifts
Monitor real-time queues, reassign tasks, and ensure SLA adherence
Coordinate with cross-functional teams to resolve urgent or complex issues
Identify gaps in workflows or training and recommend improvements
Support creation and updates to team protocols, templates, and documentation
Contribute to team performance evaluations with QA and coaching input
Create and maintain shift and QA reports for leadership review
Communicate updates, escalations, and shift outcomes clearly and consistently

Requirements

What you’ll need

5+ years of experience in customer support, with at least 1 year in a leadership, QA, or training role
Background in food delivery, hospitality, or restaurant tech preferred
Experience training and coaching team members in a fast-paced, service-oriented environment
Strong written and verbal communication in English
Proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or similar platforms
High emotional intelligence and strong organizational skills

Benefits

Comp & perks

Strong & Competitive Compensation Package
Flexible Work Environment
10 Paid Personal/Vacation Days
5 Paid Sick Days
Monthly Wellness Stipend
Quarterly Team Dinners & Events!
The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!