Enterprise SaaS Customer Care Specialist

Choco; Greater London; On-site; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Equity

Health and wellbeing support

Sabbatical

Competitive compensation

Job summary

Choco is transforming the food supply chain with SaaS solutions. We seek a Customer Care Associate – Enterprise to own the customer experience for a strategic account, coordinating with implementation, customer success, and solutions engineering to ensure timely resolutions at scale.

You will handle day-to-day support across chat, email, and WhatsApp, drive improvements, and coach external agents as part of a global team.

Qualifications

• 1+ years in Customer Care, Customer Support, or equivalent
• B2B, SaaS, tech or enterprise support is a strong plus

Responsibilities

• Own day-to-day support for a strategic enterprise account across chat, email and messaging platforms
• Meet service standards, SLAs and customer satisfaction targets
• Troubleshoot issues independently and involve relevant internal teams as needed
• Collaborate with customer success and implementation to align account priorities
• Develop understanding of account users, workflows, and operational context
• Identify recurring issues and contribute to process/product improvements
• Support scaling by sharing learnings across the Care organization and coaching external agents

Skills

Customer care

English & Turkish

Problem solving

Cross-team collaboration

High-volume support

Coaching external agents

Job description

Choco is transforming the food supply chain with SaaS solutions. We seek a Customer Care Associate – Enterprise to own the customer experience for a strategic account, coordinating with implementation, customer success, and solutions engineering to ensure timely resolutions at scale.

You will handle day-to-day support across chat, email, and WhatsApp, drive improvements, and coach external agents as part of a global team.