Case Study: Marley Spoon scales customer service globally with Kaizo

How Marley Spoon efficiently scaled their multinational operations with Kaizo

Marley Spoon, the meal kit delivery company serving more than 5 million households across 8 countries, needed a better way to manage customer support during rapid international growth. As their team expanded from 15 to 150 agents across Europe, Australia, and the U.S., they struggled with manual spreadsheets, limited visibility, and the challenge of scaling quality assurance and performance management. Kaizo helped them replace time-consuming reporting with real-time insights using its Agent and Team Scorecards and QA capabilities.

With Kaizo, Marley Spoon centralized performance analysis and QA, giving managers instant visibility into 50+ metrics, trend reporting for capacity planning, and a more consistent coaching process across teams. The results included saving around 90 hours per week, scaling QA to review more than 5,000 conversations monthly, expanding into 4 new countries, growing support headcount by 10x, and increasing Tickets Solved by almost 60% year over year while maintaining service quality.

Marley Spoon

Melanie Lange

Head of Customer Communications Operations Excellence