Customer Care & Success Lead (wmd)
Share
Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Every is building the default way to eat better during the week. Were a DTC food subscription company doubling year over year across DACH Benelux. Customer Care isnt a back-office function for us its part of the product. It protects retention trust and the doubling curve.
Were 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 youll 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 were looking for
- 58 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
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
We’re on a mission to make good food accessible to everyone, everywhere and anytime. Good food means tasty, healthy and ecologically and socially sustainable.
