Customer Operations Manager

The role
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.
A senior, hands-on role with real ownership and direct access to the team lead.

What you'll own

• BPO management: day-to-day relationship, performance tracking, briefings, and making sure they have everything they need to handle first-line support well.
• 2nd line support: complex or sensitive customer emails that escalate beyond the BPO land with you. You own them and you sort them.
• Self-service & AI: 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.
• Customer communication flows: automated messages around delays, deliveries, and proactive outreach. You spot where we're going silent and fix it.
• Customer insights: CSAT data, ticket trends, bug flagging. You turn what you find into clear recommendations for Product, Ops, and the wider team.
• Internal content: SOPs, macros, and the knowledge base — accurate, consistent, and aligned with how the team actually works.
• Strategic input: supporting decisions across the team, including how we handle compensation and loyalty.

About every
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 & Success team is at the heart of the experience we deliver.

You're a fit if

• 3–5+ years in customer care, customer success, or support operations — ideally at an e-commerce or consumer brand.
• You've managed a BPO or outsourced support partner before and know what good looks like.
• Hands-on with Freshdesk or a comparable helpdesk — automations, workflows, self-service flows.
• You've worked with AI chatbots or explored AI-driven support solutions. Or you're genuinely hungry to.
• You read CSAT reports, spot patterns, and know what to do next.
• You work well across teams — Ops, Product, and everyone in between.
• You don't wait for someone else to build what's needed. You figure it out.
• Background in food, consumer brands, or subscription e-commerce is a bonus.

What we offer

• Real ownership from day one — the operation, the tools, the strategy.
• A hybrid setup with flexibility on how and where you do your best work.
• A high-energy team that moves fast and genuinely cares about the product.
• A lot of very good food.

How to apply
Send us your CV and a short note covering:
1. An operational problem you solved that others had given up on — what was broken, what you did, what changed.
2. Your experience with self-service or automation — what you built, what it deflected, what you'd do differently.
3. Why this role, why now, why every.

Earliest start date and salary expectations welcome.

every is proud to be an equal opportunity employer. We're actively building a team that reflects the people we feed.

Find more English Speaking Jobs in Germany on Arbeitnow