Customer Care Community Specialist US

Job Description

We’re looking for a new Customer Care Community Specialist (aka Choco Fancare Community Champion) to join our US team in New York City!

You will be the first point of contact for Choco Fans in the US and ready to answer any burning questions or concerns they might have. Whether it’s about an order they placed, the suitability of our choco, or the mission we’re on to end exploitation in cocoa, you’ll do it in true Tony’s style. You have a serious passion for turning bad experiences into awesome ones that are worth shouting about!

Your creative and caring attitude will drive serious impact by building brand love and fostering long-term trust with our Choco Fans. You’ll be face of Tony's and will deliver solutions so brilliantly that customer care, Choco Fancare, is seen as a shining example of what truly exceptional customer service looks like.

You’ll be an essential part of our US team in New York City and will report directly to the VP of Marketing US and Canada. This is a unique opportunity to join us in making a serious impact in the chocolate industry!

What You Will Do

• Ensure that all customers receive the most awesome customer service, whether it is from the digital (email, chat, social channels) and physical (mail) world to the old-fashioned phone call.
• Actively drive impact when building relations with Choco Fans. Your positive attitude and willingness to help ensures that Tony’s either becomes or remains everyone's favorite chocolate brand.
• Manage every customer interaction in a personal way, asking for their help achieving our mission, inspiring them, and always making them smile with your typical Tony's way of communicating.
• Make sure every opportunity is seized to raise brand and issue awareness with Choco Fans. Spot and make the most of commercial opportunities where possible.
• Proactively solve problems and come up with creative and original ideas on how to go the extra mile in customer-centric solutions.
• Jump into projects where customer care is key to support the wider marketing and sales teams.
• Be the voice of our Choco Fans, being sure to gather and share insights and feedback regularly with the wider Tony's team.
  
  

Job Requirements

• Experience in delivering outstanding customer experiences. Your community management skills are exceptional, and you approach every customer interaction timely in an empathetic and engaging way.
• Ability to balance being meticulous yet fast-paced when working. You know how to effectively manage your time when handling multiple inquiries, tasks, and projects simultaneously.
• You are tech savvy and know how to navigate between customer support software, CRM systems, and Adobe.
• Exceptional English written and spoken language skills. You have perfect spelling, punctuation, and grammar skills, with a flair for writing in a natural, personal, and captivating way.
• We’re all about being more in-person than apart; this means we offer flexibility but see each other in the New York City office on average 3 days a week. More is fine!
• Raise the bar. Challenge yourself and team Tony’s to increase our ambition and to accomplish our mission. Make mistakes along the way and learn from them.
• Believe wholeheartedly in Tony’s mission. You live our core values: outspoken, willful, entrepreneurial and makes you smile.
  
  

Please submit a brief cover letter (max 500 words) telling us why you think you would make a great Tony’s Choco Fan Caretaker. Creative writing with perfect spelling and grammar is a key requirement for this role so we will be reviewing your cover letter with this in mind.

Please don't be tempted to use ChatGPT (or any other AI for that matter) to fill out this application form. You won't be using it in your day-to-day role, so we'd like to get a feel for your natural writing ability, without any help.

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, colour, age, gender, sexual orientation, nationality, disability or veteran status. Crazy about chocolate, serious about people.