About this role
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