Customer Care Associate - Enterprise (Turkey)

As a Customer Care Associate – Enterprise, you'll be dedicated to one of Choco's 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 teams across implementation, customer success, and solutions engineering to drive resolution and ensure consistent delivery at enterprise 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 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 processes, documentation, product, and ways of working.

What you'll need

• 1+ years of experience in Customer Care, Customer Support, Customer Service, or a similar customer-facing role.
• Full professional proficiency in English and Turkish (C1+).
• Strong problem-solving skills and attention to detail, with the judgment to diagnose issues, prioritize effectively, and follow them through to resolution.
• Ability to operate in a high-volume environment and prioritize multiple conversations without compromising quality.
• 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 quality standards.

Nice to have

• Experience in B2B, SaaS, tech, or enterprise support.
• Proficiency in French, German, or Spanish.

What they offer

• Competitive compensation, health and wellbeing support, and long-term benefits including sabbatical (localized by office).
• Real ownership and equity as part of a global team across 6 countries and 40+ nationalities.