Customer Success Associate - Payments / UK&I

Choco is on a mission to enable the global food system to become sustainable by optimizing the way food is sold, ordered, distributed, and financed. Our AI-focused software connects distributors with their customers to operate waste-free and efficiently.  A problem of this magnitude requires a massive scale and only the best people will be able to solve it. Are you in?

Here’s what we’re up to: https://bit.ly/4fyXonB

Meet your team
Our Customer Success team at Choco is looking for a Customer Success Associate to support delivering value to food distributors throughout the partnership lifecycle, starting from setting up every partnership for success all the way to long-term growth. We are responsible for digitizing food service distributors with our AI technology. With OrderAgent, voicemail, email and SMS orders are automatically processed into a distributor’s system within seconds allowing them to run a more profitable and less wasteful business.

Due to the highly collaborative nature of our business (and the fact that we enjoy spending time together), this is an in-office position (5 days) in London.
The position follows standard weekday hours. In addition, we may occasionally require short weekend support (2–3 hours), for which you will be fully compensated.

The role & responsibilities

• Support Customer Success Managers (CSMs) in executing successful implementations for our food distributor partners, playing a crucial role in ensuring smooth operations and customer satisfaction – you will specifically help support manual tasks required in the implementation and retention of Payments customers

• Collaborate with CSMs on partnership execution while taking initiative and ownership where appropriate to further improve our distributors’ experience

• Support CSMs across the whole partnership lifecycle: from pre-implementation data handling to post-implementation day to day troubleshooting and requests.

• Assist in preparing training materials to guide partners through a seamless onboarding process

• Train our OrderAgent model by processing orders before a partnership launch to ensure high accuracy levels and set up our partnerships for success

Who we’re looking for

• 1+ years of experience in customer support, account management, or a similar role

• Strong communication skills with the ability to articulate technical information clearly to both internal and external stakeholders

• Detail-oriented with a commitment to high-quality service delivery

• Data entry pro ensuring accuracy and efficiency in every task

• Ability to troubleshoot and resolve client issues proactively

• You are a huge team player and have a team-first mentality

• Fluent English communicator (written & spoken)

Choco was founded in 2018 in Berlin. Now, we are a dedicated team of over 200 Chocorians across Europe and the US. We seek hungry and humble individuals who embrace hard work, put our team first, and are committed to building a lasting company. Our mission demands urgency and speed while maintaining a long-term vision.

In just five years, Choco has raised $328.5 million and achieved unicorn status in 2022, with a valuation of $1.2 billion. We're supported by some of the world’s best investors like Bessemer Venture Partners, Insight Partners, Coatue Management, and LeftLane Capital.

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.