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.