Customer Care & Success Lead (w/m/d) at Every.

Berlin, , Germany -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Customer Success, CX, Data Analysis, Workload Modeling, Automation, Proactive Communication, Voice of Customer, Review Moderation, Team Leadership, Hybrid Team Management, Zendesk, Gorgias, Intercom, DTC Subscription, E-commerce

Industry

Food and Beverage Services

Description

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

Responsibilities

The Customer Care & Success Lead will oversee the day-to-day operations of customer care, ensuring excellence in service and building a robust operating system. They will also manage customer success initiatives, focusing on gathering and utilizing customer feedback to drive business improvements.