Customer Care Associate - Enterprise

Join Choco as a Customer Care Associate in London, supporting enterprise customers and reshaping the food supply chain with innovative solutions.

• Own day-to-day customer support for a strategic enterprise account across chat, email, and WhatsApp, providing fast, empathetic, and effective resolutions.
• Deliver against our service standards, taking responsibility for response and resolution times, SLAs, and customer satisfaction.
• Troubleshoot and solve problems, diagnosing issues independently and bringing in the right internal teams when deeper technical or operational support is needed.
• Partner with customer success and implementation to deliver against account priorities, coordinate upcoming changes, and resolve recurring customer issues.
• Develop a detailed understanding of each account’s users, workflows, and operational context to resolve issues effectively and anticipate support needs.
• Turn frontline customer insights into improvements, identifying recurring problems and helping improve our processes, documentation, product, and ways of working.
• Contribute to how we scale Customer Care, sharing learnings across our global Care organization and supporting the coaching and coordination of external agents.

• 2+ years of experience in Customer Care, Customer Support, Customer Service, or a similar customer-facing role. Experience in B2B, SaaS, tech, or enterprise support is a strong plus.
• Full professional proficiency in English and Turkish (C1+). Proficiency in French, German, or Spanish is a plus.
• Strong problem-solving skills and attention to detail, with the judgment to diagnose issues, prioritize effectively, and follow them through to resolution.
• The ability to operate in a high-volume environment. You can prioritize multiple conversations and requests without compromising the quality of the customer experience.
• A genuinely customer-focused mindset. You communicate clearly, stay patient under pressure, adapt quickly, and work well across teams.
• Ability to coach and develop external agents, helping them ramp up quickly and consistently meet the quality standards expected for our enterprise customers.

• Work on digitalizing core operating systems for food distributors, automating orders, sales and payments in a system that still largely runs on calls and spreadsheets.
• Work with an AI product with proven product–market fit, already embedded in distributor workflows and directly affecting order accuracy, speed, and margins.
• Join a global team across 6 countries and 40+ nationalities, building a company that has raised $300M+ and reached unicorn status (~$1.2B valuation) with the ambition to define this category end-to-end.
• In return, you get real ownership, equity, and the support to do your best work, including competitive compensation, health and wellbeing support, and long-term benefits like a sabbatical (all localized by office).
• Collaborate with people who want to own outcomes in a messy, real-world system and make it work at scale.