Chocofancare Associate US & Canada
Tony's Chocolonely exists to make 100% Exploitation Free the norm in chocolate. Not only our chocolate, but all chocolate world-wide! Our main mission is to fight for equality and fairness - it inherently affects how we aspire to do business. We're crazy about chocolate & serious about people.
We're excited to announce the opening for a Chocofancare Associate to join our dynamic Marketing Team.
We're looking for a customer-obsessed team member whose #1 goal is to turn every interaction with our community into an opportunity to create seriously happy, engaged Chocofans for life. In this role, you'll own brand and product-related inquiries across all customer touchpoints-from digital channels and email to physical mail and the occasional phone call-delivering thoughtful, personalized support in Tony's signature voice. Beyond answering questions, you'll inspire customers, bring them closer to our mission, and create memorable experiences that keep them smiling and coming back for more.
This role also plays a critical part in ensuring a smooth, accurate, and cost-effective e-commerce customer experience. You'll manage day-to-day order support and aftercare for our webshop and Faire customers, resolving issues with a strong balance of customer care and commercial awareness. By identifying trends in customer feedback, complaints, and order volume, you'll surface insights that drive smarter decisions, scalable improvements, and operational efficiencies. With full visibility across the customer journey, this person will help shape and continuously elevate a best-in-class customer experience.
What you will do: - Deliver exceptional, on-brand customer experiences across all touchpoints, ensuring every interaction reflects Tony's tone of voice, builds emotional connection, and strengthens customer loyalty.
- Own and continuously improve customer communication content in Salesforce (macros, quick texts, templates), ensuring information is accurate, up to date, consistent, and scalable across channels.
- Manage end-to-end order handling and aftercare across B2C, B2B personalized orders, and reseller customers, building strong relationships while identifying opportunities to route larger commercial opportunities appropriately.
- Act as a trusted expert on Tony's products, custom wrappers, impact mission, and sourcing principles, translating brand and product information into clear, helpful, and engaging customer guidance.
- Analyze customer feedback, complaints, returns, backorders, failed orders, and service trends to identify root causes, improve processes, and drive faster, smarter, and more efficient customer resolutions.
- Handle customer complaints, escalations, and service recovery in line with quality standards, balancing customer satisfaction with operational and commercial considerations.
- Gather and share voice-of-customer insights with internal stakeholders to improve customer experience, ecommerce performance, product communication, and brand connection.
- Support customer engagement initiatives, including loyalty-driving campaigns, product reviews, sampling activations, and other opportunities that strengthen Tony's relationship with its community.
- 2-3 Years experience in a similar customer service role
- Strong community management skills involve actively monitoring and responding to reviews, messages (e-mails), and calls, both positive and negative and on social media when needed. Being responsive, engaging, empathetic, and providing excellent customer service are vital components of community management.
- Effective time management skills are essential for handling multiple inquiries, tasks, and projects simultaneously. Customer care representatives should be able to prioritize tasks based on urgency and the impact on customer satisfaction or wider company impact.
- Startups often experience rapid changes and varied challenges. Customer care representatives need to adapt quickly to new situations, evolving customer needs, and changing priorities within the company.
- Comfortable using customer support software, CRM systems, and other tools like Adobe to manage inquiries, track customer interactions, and collaborate with other departments. Familiarity with HTML (other languages a plus). Familiarity with relevant technology and willingness to learn new tools are important for efficiency and effectiveness.
- Strong interpersonal skills and the ability to build relationships with colleagues in other departments are critical. Customer care representatives need to work closely with, operations, product development, sales, marketing, and other teams to gather information, resolve issues, and improve the overall customer experience.
Sounds like you? Are you passionate about making a difference in the world? Look no further! If you're ready to take the chocolate industry to new heights with us, we'd love to hear from you! Please send your direct application, no agencies. We can't wait to hear from you!
Everybody is welcome to apply. From classics to limited editions, we know that different flavors make life more inspiring. And not just in our chocolate assortment. At Tony's, we welcome everyone with equal enthusiasm - regardless of race, color, age, gender, sexual orientation, nationality, disability, or parental or veteran status.
If you apply to this role, please let the OMEK team know by emailing jobs@myomek.com so we can support and celebrate your journey.
IMPORTANT NOTE: Mention the
“Omek community” on your CV intro or cover letter. Our partners are looking our for you!
