Customer Care Associate - Enterprise

About the role

Choco is looking for a Customer Care Associate to support strategic enterprise accounts by delivering exceptional customer experiences. You will own the support process across multiple channels, collaborating with internal teams to drive resolutions and improve operational efficiency. This role involves both day-to-day troubleshooting and contributing to the long-term scaling of the customer care organization.

Responsibilities

• Own day-to-day customer support for a strategic enterprise account across chat, email, and WhatsApp.
• Deliver against service standards, including response times, SLAs, and customer satisfaction.
• Troubleshoot and solve problems, diagnosing issues independently and escalating to internal teams when necessary.
• Partner with customer success and implementation teams to coordinate account priorities and resolve recurring issues.
• Develop a deep understanding of user workflows and operational context to anticipate support needs.
• Turn frontline insights into process and product improvements.
• Contribute to scaling the Customer Care organization by coaching and coordinating external agents.

Required skills

• Customer Support
• Problem-solving
• English
• Turkish

Nice to have

• B2B
• SaaS
• French
• German
• Spanish

Qualifications

• 1+ years of experience in Customer Care, Customer Support, or a similar customer-facing role

Benefits

• Equity
• Health and wellbeing support
• Sabbatical

About the Company

Choco builds software used by food distributors and their customers to automate orders and reduce waste in the global food supply chain. The company has raised over $300M and reached unicorn status with a global team across 6 countries.