Customer Care Agent (restaurant Support)

Customer Care Agent (Restaurant Support)

Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.

We are seeking experienced Customer Care Agents with a strong background in restaurant-facing support, preferably in the restaurant, food delivery, or logistics sectors. This role supports restaurants directly through inbound and outbound inquiries, resolving time-sensitive operational issues, ensuring accurate case documentation, and maintaining high service levels across multiple channels. This is a fast-paced, high-responsibility position where clear communication, ownership, and cross-functional alignment are essential. You'll play a key role in delivering an exceptional support experience to our restaurant partners.

What You'll Do:

Provide direct support to our restaurant partners via phone, WhatsApp, chat, and email—ensuring clarity, empathy, and efficiency in every interaction.

Own the resolution of delivery and operational issues by gathering evidence (e.g. call recordings, chat transcripts, courier tracking), analyzing accountability, and escalating when necessary.

Actively manage and respond to restaurant support tickets in HubSpot within defined SLAs, updating statuses and ownership fields accurately.

Follow documented SOPs for issues such as late deliveries, missing items, payout disputes, and platform updates. Flag edge cases and gaps in documentation.

Work closely with internal teams (Customer Success, Back Office, ePayments, Menu, Dispatch) to drive timely and accurate resolutions.

Use templates and macros to maintain consistency in messaging, especially around refunds, receipt expectations, pricing disputes, and delivery policies.

Confidently navigate multiple cloud-based tools and systems, including delivery company portals, internal dashboards, WhatsApp Web, and Slack for internal communications.

What You Bring:

Minimum 2–4 years supporting restaurant/B2B partners in a logistics, delivery, or restaurant tech environment.

You can write and speak clearly, professionally, and efficiently in English. You know how to adapt tone and language for restaurants vs. internal stakeholders.

You have a quiet, private home workspace, a strong internet connection, and your own tech setup.

You understand the importance of documenting tickets with clarity and accuracy, and you don't let tasks fall through the cracks.

You work independently to troubleshoot complex situations while following defined playbooks and policies.

Familiarity with HubSpot, Slack, Google Workspace, and delivery platforms like Uber Direct, Relay, or DoorDash Drive is a strong plus.

Required 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)

Shift & Schedule:

Shift Options: Will include weekends

7 AM - 5pm EST , 12 PM - 9pm EST, or 3pm - 12am EST - subject to change, (9-hour shifts w/ 1 hour meal break)

Additional shift flexibility available based on business needs

What We Offer:

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!