Customer Care Associate – (Multilingual) in London

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 Customer Care Associate, you will own customer issue resolution end to end and ensure distributors receive fast, reliable support in their day-to-day operations. You are accountable for ensuring customer order flow stays running and resolving customer issues as they arise.

What you'll do:

• Own customer issues from first contact through resolution across French and Spanish-speaking markets.
• Build and deliver fast, reliable support workflows used by distributors in day-to-day operations.
• Work through messy, time-sensitive issues (order errors, blocked accounts, product problems) to keep operations running smoothly.
• Make decisions that directly impact customer satisfaction, retention, and order flow continuity.
• Improve support quality by identifying patterns in recurring issues and driving root-cause fixes.
• Take responsibility for clear escalation and coordination with internal teams when needed.
• Collaborate with external support agents and internal teams to maintain high-quality service standards.

What you bring:

• 2+ years of experience in customer support or operations in fast-paced, tech-enabled environments, with a track record of owning outcomes.
• Comfort operating across multiple tools and stakeholders in ambiguity and high-pressure situations.
• Strong judgment in prioritisation and real-time problem solving.
• Accountability when things go wrong and the drive to resolve issues fully.
• Fluency in French, Spanish, and English (C1+ written and spoken).

Working hours:

This is a customer-facing operational role with fixed coverage requirements. You will work Monday to Friday from 9:00 to 18:00, including a daily unpaid lunch break. You must be consistently available during these hours to support customers across both Choco and Goot.

What you get:

• Work on digitalising 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 localised by office).
• Collaborate with people who want to own outcomes in a messy, real-world system and make it work at scale.

If you want to work on real problems, take ownership, and raise the bar, we should talk. 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, colour, 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.