Director, Customer Care

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.

As our Director of Customer Care you’ll lead the charge in delivering exceptional customer experiences while driving the success of our support operations. This role combines strategic leadership with hands-on execution, where you’ll optimize workflows, oversee department OKRs, and ensure timely resolutions for escalations.

Your expertise in HubSpot (or similar CRMs) will help streamline processes, enhance automation, and empower your team with data-driven insights. You’ll also mentor team leads, foster collaboration across departments, and maintain resources like knowledge bases and templates to align with evolving customer needs.

If you thrive in fast-paced SaaS environments and are passionate about building high-performing, customer-focused teams, we’d love to hear from you!

This role requires EST working hours.

• Drive the implementation and optimization of HubSpot CRM capabilities, including advanced workflows, ticket routing, automation, and analytics.
• Scale the Department: Build and implement tools and processes to support the growth of the department, including scaling smaller teams within the support organization to meet increasing demands effectively.
• Point of Contact for Escalations: Serve as the highest escalation point for complex customer issues, including B2B, B2C, delivery coordination, and internal stakeholder support, ensuring timely and effective resolutions. Act as a liaison between customer support and other departments (e.g., Product, Sales, and Operations) to address systemic issues and implement preventive measures.
• Be accountable for support department OKRs: Oversee and monitor both department-wide and individual agent performance metrics. Analyze trends, identify areas for improvement, and implement strategies to meet or exceed KPIs.
• Lead Team Meetings: Plan and conduct regular team meetings to align on objectives, share updates, and address challenges. Foster an open environment where team members can contribute ideas and feedback. Mentor team leads and senior agents structuring growth developing plans.
• Champion the use of data-driven insights to improve customer interactions and streamline support processes.
• Maintain Playbooks and Write Templates: Be responsible for the accuracy and relevance of knowledge bases and customer communication templates. Regularly update and refine content to align with evolving processes and customer needs. Implement tools and systems that enhance operational efficiency and team productivity.

• 5+ years of hands-on experience in customer support in a SaaS company, thriving in a fast-paced environment.
• 2+ years of experience in team management.
• CRM Expertise: At least 3 years of hands-on experience in HubSpot / alternative CRM with knowledge in automation, workflows, and reporting.
• An excellent communicator with an empathetic, customer-centric mindset; committed to going the extra mile to ensure customers are satisfied and well-supported.
• Leadership skills with the ability to work with cross-functional teams and align team priorities with customer and business needs.
• Restaurant Industry Knowledge (Preferred): Relevant experience in the restaurant industry or supporting restaurant clients.

• Willingness to work US hours
• To be fluent in English; proficiency in Spanish is a plus.

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Flexible Work Environment
• Responsible Paid Time Off Policy

Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.