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.
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.