B2C Content & Tier-2 Support Specialist
Sauce, New York, NY, United States
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.
What You'll Do:
Own B2C content operations: in-app content, FAQs, help center articles, release notes, and user-facing announcements
Handle Tier-2 customer support for B2C users (complex issues escalated from Tier-1)
Investigate product issues, reproduce bugs, and provide clear root-cause summaries
Collaborate closely with Product, Engineering, and Growth teams
Maintain high-quality, consistent tone and messaging across all customer touchpoints
Identify recurring issues and proactively suggest product or UX improvements
Support launches and feature rollouts with clear customer communication
Work fully in US business hours
What You Bring:
3+ years in B2C support, customer operations, or content roles (SaaS or consumer apps preferred)
Proven experience handling Tier-2 / technical support cases
Strong written English with the ability to explain complex topics simply
Comfortable working with ticketing systems (Hubspot)
Ability to debug issues using logs, admin dashboards, or internal tools
Experience working cross-functionally with engineers and PMs
Close attention to detail and a strong ownership mindset
Able to prioritize, multitask, and stay calm under pressure
Nice to Have
Experience with mobile or web B2C products
Familiarity with analytics tools (GA, Mixpanel, Preset)
Background in content ops, UX writing, or technical writing
Experience supporting users in the US market
Basic understanding of APIs, web/mobile flows, or backend concepts
Success Traits for This Role
Customer-obsessed, but pragmatic
Clear communicator who doesn’t over-complicate
Proactive problem-solver
Comfortable operating independently
Strong sense of accountability and follow-through
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!
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.
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What You'll Do:
Own B2C content operations: in-app content, FAQs, help center articles, release notes, and user-facing announcements
Handle Tier-2 customer support for B2C users (complex issues escalated from Tier-1)
Investigate product issues, reproduce bugs, and provide clear root-cause summaries
Collaborate closely with Product, Engineering, and Growth teams
Maintain high-quality, consistent tone and messaging across all customer touchpoints
Identify recurring issues and proactively suggest product or UX improvements
Support launches and feature rollouts with clear customer communication
Work fully in US business hours
What You Bring:
3+ years in B2C support, customer operations, or content roles (SaaS or consumer apps preferred)
Proven experience handling Tier-2 / technical support cases
Strong written English with the ability to explain complex topics simply
Comfortable working with ticketing systems (Hubspot)
Ability to debug issues using logs, admin dashboards, or internal tools
Experience working cross-functionally with engineers and PMs
Close attention to detail and a strong ownership mindset
Able to prioritize, multitask, and stay calm under pressure
Nice to Have
Experience with mobile or web B2C products
Familiarity with analytics tools (GA, Mixpanel, Preset)
Background in content ops, UX writing, or technical writing
Experience supporting users in the US market
Basic understanding of APIs, web/mobile flows, or backend concepts
Success Traits for This Role
Customer-obsessed, but pragmatic
Clear communicator who doesn’t over-complicate
Proactive problem-solver
Comfortable operating independently
Strong sense of accountability and follow-through
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!
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.
#J-18808-Ljbffr