Customer Operations Manager

• 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.

• 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.

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.