Food and Beverage Retail

Every.

11-50

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 &amp; 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 &amp; Business Impact 
<ul>
<li>Define and execute the long-term CX strategy that aligns with every’s 2026 ambitious growth targets</li>
<li>Position CX as a proactive value-driver rather than a reactive cost center, focusing on customer education and loyalty</li>
<li>Act as the primary advocate for the customer at the executive level, ensuring CX insights are integrated into the overarching company goals</li>
</ul>
Customer Care Operations pillar 
<ul>
<li>Day-to-day excellence of Customer Care (queue health, SLAs, escalations, staffing, channel mix)</li>
<li>Building the CC operating system: playbooks, QA, training, onboarding, workload modeling</li>
<li>Smart automation + self-serve so we scale smoothly without seat creep (while keeping the experience warm)</li>
<li>Proactive comms for delivery issues / WISMO reduction in partnership with Ops + DP/Tech</li>
<li>Leading a hybrid org: lean internal spine + near-shore BPO seats</li>
</ul>
Customer Success / Voice of Customer (VOC) pillar 
<ul>
<li>Transform raw VOC data into actionable business intelligence that dictates our Product, Tech, and Culinary roadmaps</li>
<li>Defining/enforcing taxonomy so insights are structured, not anecdotal</li>
<li>Move beyond "closing the loop" on individual tickets to driving structural changes that eliminate friction before it happens</li>
<li>Ensuring fixes close the loop and top drivers shrink quarter-over-quarter</li>
<li>Review/comment moderation + response quality to protect trust and brand tone</li>
</ul>
What success looks like: 
<ul>
<li>Ownership of executive-level KPIs: Significant and measurable improvement in North Star metrics: NPS, CSAT, and Retention rates</li>
<li>Direct impact on LTV: CX interventions and proactive success strategies demonstrably reduce churn and increase repeat purchase rates</li>
<li>CC remains “boringly great” as volume doubles in 2026</li>
<li>Roadmap Integration: 100% of top-tier customer pain points are reflected in the quarterly roadmaps with clear resolution timelines</li>
<li>No CC-driven review spikes</li>
<li>Automation/self-serve rise while experience stays human</li>
<li>Operational Health: Contacts per 100 orders fall structurally (because issues get fixed)</li>
<li>Top ticket drivers shrink every quarter</li>
<li>CC interventions reduce churn for contacting customers</li>
<li>CC ops cost per parcel stays within agreed band (excl. replacements)</li>
</ul>
What we’re looking for 
<ul>
<li>5–8+ years CX / Customer Care experience with a proven track record of moving from operational management to strategic leadership</li>
<li>Proven scaling of a hybrid CC setup (internal + near-shore/BPO)</li>
<li>Strong systems + tooling mindset with a customer-first bar</li>
<li>Comfortable with data, workload modeling, and root-cause thinking</li>
<li>Cross-functional operator who drives fixes, not just reporting</li>
<li>Fluent in German &amp; English</li>
<li>deep helpdesk stack experience (Zendesk/Gorgias/Intercom etc.)</li>
</ul>
Nice-to-haves: DTC subscription/e-com background, chilled/frozen context, review moderation at scale. 
How to apply 
Send 
<ul>
<li>CV</li>
<li>a few bullets on the most scalable care system you built (hybrid teams, automation, proactive comms, VOC loops)</li>
<li>An example of how you used customer care insights to change a company’s product or business strategy</li>
<li>and why every</li>
</ul>

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

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