Customer Care & Success Lead (w/m/d)

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