B2C Content & Tier-2 Support Specialist

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.