Tier 0 Support AI Agent
Sauce
Software Engineering, Data Science, Customer Service
Mexico
Posted on Feb 3, 2026
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 looking for an operator for Tier 0 Support AI Agent to serve as the first support line of automated customer support. This role focuses on deploying and optimizing AI-driven workflows and chatbots that resolve high-volume customer inquiries instantly, reduce operational load on human agents, and improve customer satisfaction through fast, accurate self-service support.
The Tier 0 AI Agent will handle repetitive, predictable support requests, escalate complex issues to Tier 1/Tier 2 teams, and continuously learn from support data to improve resolution quality.
What You'll Do:
- Customer Issue Resolution (Tier 0)
- Provide instant automated responses to common customer questions across chat, WhatsApp, email, and phone channels.
- Resolve repetitive inquiries such as:
- B2C - Delivery & order status updates
- B2C - Refund and cancellation policies
- B2B - Basic troubleshooting steps
- B2B & B2C - FAQ and product guidance
- AI Workflow & Automation Development
- Design and maintain conversational flows and decision trees for Tier 0 support use cases.
- Collaborate with Support & Ops & product teams to identify automation opportunities.
- Ensure smooth escalation paths from AI to human agents when required.
- Knowledge Base Integration
- Maintain alignment between the AI agent and the company’s knowledge base, policies, and product updates.
- Structure content and MCP actions so the AI can retrieve accurate, up-to-date answers.
- Quality Assurance & Continuous Improvement
- Monitor AI resolution rates, customer satisfaction scores, and failure cases.
- Analyze support transcripts to improve intent detection and response accuracy.
- Reduce hallucinations and ensure policy-compliant answers.
- Escalation & Handoff Management
- Define clear rules for when the AI should escalate to Tier 1 human support.
- Structure context-rich handoffs (customer history, issue summary, attempted solutions).
- Metrics & Reporting
- Track and improve key Tier 0 performance metrics, including:
- Automated resolution rate (% solved without human intervention.
- First response time (FRT)
- Customer satisfaction (CSAT)
- Deflection rate (tickets avoided)
- Escalation accuracy
What You Bring:
- Required Qualifications
- Experience in customer support operations, automation, or AI-enabled service environments.
- Understanding of customer service workflows and escalation structures.
- Familiarity with conversational AI tools (ChatGPT, Zendesk AI, Intercom, Hubspot, etc.).
- Analytical ability to interpret support metrics and optimize performance.
- Excellent written communication skills with a customer-first mindset.
- Preferred Qualifications
- Experience building or managing AI agents in production environments.
- Knowledge of NLP concepts: intent classification, retrieval-augmented generation (RAG), prompt & identity design.
- Experience with support ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud).
- Background in fast-paced SaaS or marketplace operations.
Requested 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)
What We Offer:
- Strong & Competitive Compensation Package
- Flexible Work Environment
- 10 Paid Personal/Vacation Days
- 5 Paid Sick Days
- 11 Local Holidays
- 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.