Customer Operations Manager

<p><strong>The role</strong><br> Own the operational backbone of our customer experience. You keep the support operation running smoothly, manage our BPO partner, and build the self-service infrastructure that lets customers help themselves — and lets our team focus on what actually needs a human.<br> A senior, hands-on role with real ownership and direct access to the team lead.</p> <p><strong>What you'll own</strong></p> <ul> <li><strong>BPO management:</strong> day-to-day relationship, performance tracking, briefings, and making sure they have everything they need to handle first-line support well.</li> <li><strong>2nd line support:</strong> complex or sensitive customer emails that escalate beyond the BPO land with you. You own them and you sort them.</li> <li><strong>Self-service &#x26; AI:</strong> setting up AI chatbots, exploring Freshdesk's automation and AI capabilities, and building a Help Center that actually deflects contacts. We're at the start of this — there's real space to shape it.</li> <li><strong>Customer communication flows:</strong> automated messages around delays, deliveries, and proactive outreach. You spot where we're going silent and fix it.</li> <li><strong>Customer insights:</strong> CSAT data, ticket trends, bug flagging. You turn what you find into clear recommendations for Product, Ops, and the wider team.</li> <li><strong>Internal content:</strong> SOPs, macros, and the knowledge base — accurate, consistent, and aligned with how the team actually works.</li> <li><strong>Strategic input:</strong> supporting decisions across the team, including how we handle compensation and loyalty.</li> </ul> <p><strong>About every</strong><br> every is on a mission to make plant-based eating stupidly easy and genuinely delicious. We're a fast-growing frozen vegan food brand shipping directly to customers across Europe — and our Customer Care &#x26; Success team is at the heart of the experience we deliver.</p> <p><strong>You're a fit if</strong></p> <ul> <li>3–5+ years in customer care, customer success, or support operations — ideally at an e-commerce or consumer brand.</li> <li>You've managed a BPO or outsourced support partner before and know what good looks like.</li> <li>Hands-on with Freshdesk or a comparable helpdesk — automations, workflows, self-service flows.</li> <li>You've worked with AI chatbots or explored AI-driven support solutions. Or you're genuinely hungry to.</li> <li>You read CSAT reports, spot patterns, and know what to do next.</li> <li>You work well across teams — Ops, Product, and everyone in between.</li> <li>You don't wait for someone else to build what's needed. You figure it out.</li> <li>Background in food, consumer brands, or subscription e-commerce is a bonus.</li> </ul> <p><strong>What we offer</strong></p> <ul> <li>Real ownership from day one — the operation, the tools, the strategy.</li> <li>A hybrid setup with flexibility on how and where you do your best work.</li> <li>A high-energy team that moves fast and genuinely cares about the product.</li> <li>A lot of very good food.</li> </ul> <p><strong>How to apply</strong><br> Send us your CV and a short note covering:<br> <strong>1. An operational problem you solved</strong> that others had given up on — what was broken, what you did, what changed.<br> 2. Your experience with self-service or automation — what you built, what it deflected, what you'd do differently.<br> <strong>3. Why this role, why now, why every.</strong></p> <p>Earliest start date and salary expectations welcome.</p> <p>every is proud to be an equal opportunity employer. We're actively building a team that reflects the people we feed.</p> <p>Find <a href="https://www.arbeitnow.com/">Jobs in Germany</a> on Arbeitnow</a>