Customer Care Associate - Enterprise

Socotra, Inc.; Fatih; On-site; TRY 200,000 - 320,000; Full time

Job summary

Choco is building software that modernizes the food-distributor workflow and enhances order accuracy and speed. As a Customer Care Associate – Enterprise, you will own the customer experience for a strategic account, collaborating with implementation, customer success, and solutions engineering to resolve issues at enterprise scale.

You will identify patterns, reduce friction, and help shape scalable support processes while delivering exceptional service across chat, email, and WhatsApp.

Qualifications

• 1+ year of experience in Customer Care, Customer Support, or a similar role.
• B2B, SaaS, tech, or enterprise support experience is a strong plus.
• Proficiency in English and Turkish (C1+).
• Ability to diagnose issues, prioritize, and drive resolution.
• Ability to operate in a high-volume environment.

Responsibilities

• Own day-to-day customer support for a strategic enterprise account across chat, email, and WhatsApp, delivering fast, empathetic resolutions.

Skills

Customer Care

English C1+

Turkish C1+

Problem solving

Multi-tasking

Cross-team collaboration

Job description

Join Choco, where we build and own solutions that reshape a broken food system.

The global food supply chain is inefficient by design. Waste is high, margins are thin, and most distributor order processes are done over the phone, tracked across broad spreadsheets, and based on intuition rather than strong data.

At Choco, we’re changing that. We build software used daily by food distributors and their customers to run their business. It automates orders, reduces errors, and helps operations run faster and more reliably. Because it’s embedded in daily operations, our SaaS platform has immediate, real-world impact, on efficiency, margins, and how businesses run day to day.

As a Customer Care Associate – Enterprise, you’ll be dedicated to one of our strategic enterprise accounts and play a critical role in delivering an exceptional customer experience. You’ll own the customer experience from the first point of contact, collaborating with the teams across implementation, customer success, and solutions engineering to drive resolution and ensure consistent delivery at enterprise scale.

This role combines day-to-day customer support with continuous improvement. You’ll develop a strong understanding of the customer experience, identify patterns and areas of friction, and help shape how we support Choco’s key customers at scale.

What you'll do

• 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.

What you bring

• 1+ 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.

What you get

• 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.

Choco is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.