Customer Operations Manager

Role Specifications

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. Earlies

Stack & Technologies