Customer Care

vor 1 Woche

Berlin, Berlin, Deutschland Every. Vollzeit

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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