Customer Care Agent

Summary

Join Sauce, a leading restaurant technology platform, as a remote Customer Care Agent! You'll provide multi-channel support (email, phone, chat, etc.) to both B2C and B2B clients, resolving issues and meticulously documenting cases. This role requires experience in fast-paced customer service, preferably in the food delivery industry, and strong technical and communication skills. You'll collaborate with various teams to ensure seamless customer experiences and contribute to process improvements. Sauce offers a competitive compensation package, flexible work environment, paid time off, and team events. The ideal candidate is detail-oriented, tech-proficient, and ready to contribute to a dynamic and growing company.

Requirements

• Proven experience in fast-paced, real-time support environments, preferably within the restaurant, food delivery or similar industries
• Familiarity with HubSpot, Slack, and other support tools
• Strong written and verbal English skills
• Must have a dedicated, quiet workspace at home, reliable high-speed internet, and the necessary technology
• Ability to carefully document cases and communicate effectively with both B2C and B2B clients

Responsibilities

• Respond to inbound and outbound support requests via email, phone, chat, SMS, and internal messaging platforms
• Respond to and resolve B2C, B2B and internal requests within established service levels
• Meticulously document cases to determine accountability for delivery issues
• Work closely with team leads and other departments (Customer Success, Tier 2, Back Office, Menu, ePayments) to address and resolve support issues
• Contribute to the development and refinement of customer care playbooks, templates, and policies
• Utilize various cloud-based tools, including delivery company portals and internal dashboards, to efficiently manage support tasks

Preferred Qualifications

• Experience with delivery driver dispatch or company portals
• Additional languages
• Additional 24” monitor

Benefits

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