Job Overview
Location
Paris
Job Type
Full-time
Category
Customer Support
Date Posted
May 16, 2026
Full Job Description
📋 Description
- • Own end-to-end resolution of customer issues for food distributors across French and Spanish-speaking markets, ensuring uninterrupted order flow and operational continuity
- • Respond to time-sensitive customer problems including order errors, blocked accounts, and product discrepancies, with urgency and precision to maintain business operations
- • Deliver fast, reliable support workflows that are directly embedded in daily distributor workflows, improving efficiency and reducing reliance on phone-based and spreadsheet-based processes
- • Make real-time decisions that impact customer satisfaction, retention, and the accuracy of order processing across a high-stakes SaaS platform
- • Identify recurring patterns in customer issues and drive root-cause improvements to reduce future incidents and enhance system reliability
- • Escalate complex or unresolved issues to internal technical and operational teams with clear context, documentation, and priority labeling
- • Collaborate with external support agents and internal cross-functional teams to uphold consistent service quality standards across regions
- • Maintain high volumes of customer interactions while ensuring every case is fully resolved and documented in compliance with support protocols
- • Operate across multiple internal tools and systems to track, update, and resolve cases, adapting quickly to changing priorities and technical dependencies
- • Serve as a frontline representative of Choco’s mission to digitize the food distribution industry, translating customer feedback into actionable insights for product and operations teams
- • Work in a fast-paced, high-pressure environment where delays directly impact distributor revenue, margins, and supply chain reliability
- • Contribute to continuous improvement of support documentation, knowledge bases, and training materials based on real-world customer interactions
- • Ensure all customer communications are clear, professional, and culturally appropriate in French, Spanish, and English
- • Take full accountability for outcomes — whether resolving an issue independently or coordinating across teams — with a focus on closure and customer trust
- • Help scale support operations as the company grows across six countries and 40+ nationalities, maintaining consistent service quality at volume
🎯 Requirements
- • 2+ years of experience in customer support or operations within fast-paced, tech-enabled environments with a proven track record of owning outcomes
- • Fluency in French, Spanish, and English (C1+ written and spoken)
- • Comfort operating across multiple tools and stakeholders in ambiguous, high-pressure situations
- • Strong judgment in prioritizing real-time problem solving and making decisions that impact customer operations
- • Accountability when things go wrong and a drive to resolve issues fully, not just temporarily
- • Experience resolving complex, time-sensitive issues such as order errors, account blocks, or system failures in SaaS environments
🏖️ Benefits
- • Work on digitalizing core operating systems for food distributors, automating orders, sales, and payments in an industry still reliant on calls and spreadsheets
- • Join a global team across 6 countries and 40+ nationalities, building a unicorn company (~$1.2B valuation) with $300M+ in funding
- • Receive equity as part of compensation, alongside competitive pay and localized health and wellbeing support
- • Access to long-term benefits including a sabbatical program
- • Collaborate with teams committed to owning outcomes in a messy, real-world system with measurable impact on efficiency and margins
- • Be part of an AI product with proven product-market fit, already embedded in distributor workflows and directly improving order accuracy and speed
Skills & Technologies
Go
Junior
Onsite
About Choco GmbH
Choco is a B2B food wholesale marketplace that connects restaurants and food businesses with their suppliers. The platform digitizes the ordering process, making it more efficient, transparent, and sustainable. Restaurants can easily browse products, place orders, and manage deliveries, while suppliers gain access to a wider customer base and streamlined order management. Choco aims to reduce food waste and improve the overall efficiency of the food supply chain by leveraging technology. The company operates in several European markets, serving a diverse range of food businesses from small cafes to large catering companies.
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