Customer Care Associate – (Multilingual)

Overview

In this role you will own end-to-end customer issue resolution across French and Spanish markets, ensuring fast, reliable support for distributors. You’ll design and refine support workflows, resolve time-sensitive problems, and coordinate with internal teams to maintain smooth order flow. Your work directly impacts customer satisfaction, retention, and operational efficiency. This is a hands-on role at a fast-growing, AI-enabled platform that digitalizes core distributor operations and orders.

Pay / Benefits

• equity
• competitive compensation
• health and wellbeing support
• sabbatical
• global team experience
• career growth opportunities

Responsibilities

• Own customer issues from first contact to resolution across French and Spanish-speaking markets
• Build and deliver fast, reliable support workflows used by distributors in day-to-day operations
• Resolve messy, time-sensitive issues (order errors, blocked accounts, product problems) to keep operations running
• Make decisions that impact customer satisfaction, retention, and order flow continuity
• Improve support quality by identifying patterns in recurring issues and driving root-cause fixes
• Escalate and coordinate with internal teams when needed
• Coach and train external agents supporting Choco customers
• Collaborate with external support agents and internal teams to maintain high-quality service standards

Key requirements

• 1+ 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 prioritization and real-time problem solving
• Accountability when things go wrong and the drive to resolve issues fully
• Native level of French speaking & writing is required
• Fluency in Spanish and English (C1+ written and spoken)

• ownership mindset
• strong prioritization and problem-solving under pressure
• effective communication
• multitasking across tools and stakeholders
• customer support workflow design
• issue escalation coordination

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