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.

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Position Details

• Job Title: Customer Operations Manager
• Company / Organisation: Every.
• Location: Berlin
• Employment Type: Full-time
• Field / Industry: Software Development
• Work Arrangement: On-site or hybrid - Berlin

About This Opportunity

This full-time opportunity at Every. is an excellent opening for experienced professionals in the field of software engineering and technology. The role is structured around an on-site or hybrid environment based in Berlin and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

Based in Berlin, this role offers the opportunity to collaborate closely with a local team in a structured professional environment. Candidates currently based in the area or open to relocation are strongly encouraged to apply.

Whether you are an established practitioner in software engineering and technology or a highly skilled professional looking for your next challenge, this Customer Operations Manager role offers the platform to apply your expertise in a real-world, results-oriented environment. Every. is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in software engineering and technology and a demonstrable track record of delivering high-quality results. You should possess analytical thinking, attention to technical detail, and a methodical approach to problem-solving. Experience working with modern development tools, version control systems, and cloud platforms will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, Every. is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to build reliable, scalable, and high-performing digital products, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Customer Operations Manager position at Every. will typically demonstrate the following core competencies:

• Domain expertise - a strong foundation of knowledge and hands-on experience in software engineering and technology
• Problem-solving ability - the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills - clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management - strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration - a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability - the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Customer Operations Manager position at Every., click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in software engineering and technology. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what Every. is looking for in a Customer Operations Manager.

All applications for this role are processed directly by Every.. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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