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Choco is a B2B SaaS platform transforming the food supply chain by automating orders, reducing errors, and enabling data-driven operations for food distributors. The company has achieved unicorn status (~$1.2B valuation) with $300M+ in funding and operates across 6 countries.
As a Customer Care Associate – Enterprise, you will be the dedicated support owner for one of Choco's strategic enterprise accounts. You'll manage day-to-day customer support across multiple channels (chat, email, WhatsApp), delivering fast, empathetic resolutions while maintaining SLAs and customer satisfaction metrics.
Key responsibilities include:
- Owning the complete customer support experience for an assigned enterprise account
- Troubleshooting and diagnosing issues independently, escalating to implementation, customer success, and solutions engineering teams as needed
- Developing deep understanding of the customer's users, workflows, and operational context
- Partnering with cross-functional teams to deliver against account priorities and resolve recurring issues
- Identifying patterns and friction points to drive continuous improvement in processes, documentation, and product
- Contributing to scaling the Customer Care organization by sharing learnings and coaching external support agents
You'll combine hands-on support delivery with strategic thinking about how to improve customer experience at scale. This role requires strong problem-solving, attention to detail, and the ability to operate effectively in a high-volume environment while maintaining quality.
The ideal candidate brings 2+ years of customer care, support, or service experience, ideally in B2B SaaS or enterprise tech. You must have C1+ proficiency in English and Turkish, with additional language skills (French, German, Spanish) as a plus. You'll need strong communication skills, patience under pressure, the ability to prioritize multiple requests, and experience coaching or developing support agents.
