Team Lead Customer Care & Success (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 is a core strategic lever for our growth and a primary driver of our product roadmap. We are looking for someone that treats CX as a business engine to maximize Life Time Value (LTV) and brand loyalty.

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:

Strategic CX Leadership & Business Impact

• Define and execute the long-term CX strategy that aligns with every’s 2026 ambitious growth targets
• Position CX as a proactive value-driver rather than a reactive cost center, focusing on customer education and loyalty
• Act as the primary advocate for the customer at the executive level, ensuring CX insights are integrated into the overarching company goals

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 (VOC) pillar

• Transform raw VOC data into actionable business intelligence that dictates our Product, Tech, and Culinary roadmaps
• Defining/enforcing taxonomy so insights are structured, not anecdotal
• Move beyond "closing the loop" on individual tickets to driving structural changes that eliminate friction before it happens
• 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:

• Ownership of executive-level KPIs: Significant and measurable improvement in North Star metrics: NPS, CSAT, and Retention rates
• Direct impact on LTV: CX interventions and proactive success strategies demonstrably reduce churn and increase repeat purchase rates
• CC remains “boringly great” as volume doubles in 2026
• Roadmap Integration: 100% of top-tier customer pain points are reflected in the quarterly roadmaps with clear resolution timelines
• No CC-driven review spikes
• Automation/self-serve rise while experience stays human
• Operational Health: 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 experience with a proven track record of moving from operational management to strategic leadership
• 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)
• An example of how you used customer care insights to change a company’s product or business strategy
• and why every