Jobs in Germany
Every is building the default way to eat better during the week. We’re a DTC food subscription company, doubling year over year across DACH + Benelux. Customer Care isn’t a back-office function for us — it’s part of the product. It protects retention, trust, and the doubling curve.
We’re looking for a senior Customer Care & Customer Success Lead to reinvent and run a high-touch, tech-enabled care operation that stays personal as we scale — while turning customer feedback into a real engine for improving the business.
What you’ll own
Customer Care Operations pillar
- Day-to-day excellence of Customer Care (queue health, SLAs, escalations, staffing, channel mix)
- Building the CC operating system: playbooks, QA, training, onboarding, workload modeling
- Smart automation + self-serve so we scale smoothly without seat creep (while keeping the experience warm)
- Proactive comms for delivery issues / WISMO reduction in partnership with Ops + DP/Tech
- Leading a hybrid org: lean internal spine + near-shore BPO seats
Customer Success / Voice of Customer pillar
- Owning a clean VOC system across tickets, reviews, surveys, churn reasons, social feedback
- Defining/enforcing taxonomy so insights are structured, not anecdotal
- Weekly root-cause loops into Ops, DP/Tech, Culinary, Retention, Brand
- Ensuring fixes close the loop and top drivers shrink quarter-over-quarter
- Review/comment moderation + response quality to protect trust and brand tone
What success looks like
- CC remains “boringly great” as volume doubles in 2026
- No CC-driven review spikes
- Automation/self-serve rise while experience stays human
- Contacts per 100 orders fall structurally (because issues get fixed)
- Top ticket drivers shrink every quarter
- CC interventions reduce churn for contacting customers
- CC ops cost per parcel stays within agreed band (excl. replacements)
What we’re looking for
- 5–8+ years CX / Customer Care / Customer Success experience with lead ownership
- Proven scaling of a hybrid CC setup (internal + near-shore/BPO)
- Strong systems + tooling mindset with a customer-first bar
- Comfortable with data, workload modeling, and root-cause thinking
- Cross-functional operator who drives fixes, not just reporting
- Fluent in German & English
- deep helpdesk stack experience (Zendesk/Gorgias/Intercom etc.)
Nice-to-haves: DTC subscription/e-com background, chilled/frozen context, review moderation at scale.
How to apply
Send:
- CV
- a few bullets on the most scalable care system you built (hybrid teams, automation, proactive comms, VOC loops)
- and why Every
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