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

Every.; Berlin; Vor Ort; Vertraulich; Vollzeit

Zusammenfassung

A growing DTC food company in Berlin seeks a senior Customer Care & Customer Success Lead to enhance and manage a high-touch, tech-enabled care operation. This role requires a strong focus on customer feedback to drive improvements, along with a proven track record in scaling hybrid customer care systems. Ideal candidates will have extensive experience in customer service, proficiency in German and English, and expertise in helpdesk tools such as Zendesk. Competitive package offered.

Qualifikationen

• 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.

Aufgaben

• Oversee Customer Care Operations excellence.
• Build and manage the CC operating system including playbooks and QA.
• Ensure customer feedback is utilized effectively for improvements.

Kenntnisse

Customer Care experience

Data analysis

Cross-functional collaboration

Systems mindset

Fluent in German

Fluent in English

Tools

Zendesk

Gorgias

Intercom

Jobbeschreibung

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